Customer Experience Administrator (Customer Experience department)

Brights Hardware; Colchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in Colchester is seeking a Customer Experience Administrator to enhance customer satisfaction across various touchpoints. The ideal candidate will be service-oriented, organized, and possess strong communication skills. Responsibilities include handling customer inquiries, maintaining profiles, and supporting team efficiency. This role requires a commitment to excellence and a passion for improving the customer experience.

Qualifications

• Minimum of 1-year experience in a similar role.
• Effective communication skills in English.

Responsibilities

• Ensure customer satisfaction via Omni-Channel system.
• Handle customer enquiries, compliments, and complaints.
• Provide administrative support to the team manager.

Skills

Communication

Problem Solving

Organizational Skills

Education

Matric

Intercept courses (120 credits)

Tools

PUTTY

Job description

Purpose:

The purpose of this job is to effectively ensure exceptional customer service and experience across all the touchpoints of the Brights customer’s journey. The Customer Experience Administrator will offer support to customers who have questions, concerns, problems or who want to purchase any of our products and services. The incumbent must be highly organized, service-driven, a Brights brand custodian, and passionate about making our customer experience positive and meaningful. To be successful in this role, you must be a good conversational communicator, an active listener, and able to identify customer needs and resolve problems.

Key Responsibilities

1. Ensure customer satisfaction via Omni-Channel system and telephonic assistance.
2. Handle customer enquiries, compliments, and complaints professionally and efficiently in a timely manner.
3. Complete all customer service and eCommerce-related administrative duties efficiently.
4. Assist with request quotes, sales, and retentions.
5. Accurately update and maintain customer profiles and preferences on PUTTY and other internal systems.
6. Assist with recording information for monthly performance reports.
7. Liaise with cross-functional teams to support customer experience journey matters requiring resolution.
8. Contribute to achieving customer excellence targets.
9. Assist with handling eCommerce and Omni-Channel related customer enquiries.
10. Strive to become a Brights brand and product expert.
11. Provide feedback on innovative ways to exceed performance targets, drive revenue, and improve the retail customer experience.
12. Help improve departmental task efficiency and accuracy.
13. Provide administrative support to the team manager and departmental team.

Requirements

1. Matric or three completed Intercept courses totaling 120 credits.
2. Brights Induction (service excellence).
3. Minimum of 1-year experience in a similar role, with social media and Omnichannel experience highly preferred.
4. Ability to handle pressure and problem-solving skills.
5. Effective communication skills (verbal and written) in English, with a great speaking voice.
6. Planning, time management, and organizational skills.
7. High professional work standards, including grammar and oral proficiency.
8. Computer skills with a minimum typing speed of 35 wpm.
9. Decision-making skills and willingness to take responsibility.
10. Attention to detail and high accuracy.
11. Professional, neat appearance, and availability to work retail hours.

Note: If you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful. We are committed to diversity and equal opportunity in our recruitment and appointments. The company reserves the right to amend these terms and conditions at any time.