Customer Experience Administrator - Support Hub

Brights Hardware; Colchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

A retail hardware company in Colchester is seeking a Customer Experience Administrator to ensure exceptional customer service at all touchpoints. Responsibilities include addressing customer enquiries, complaints, and providing administrative support. The ideal candidate will have at least one year of relevant experience and excellent communication skills. This role requires a proactive and organized individual to enhance the customer journey.

Qualifications

• 1-year minimum experience in a similar role is preferred.
• Proficient in English and effective communication skills.
• Available to work retail hours.

Responsibilities

• Ensure customer satisfaction through Omni-Channel systems.
• Dealing with customer enquiries, compliments, and complaints efficiently.
• Provide administrative support to the team manager.

Skills

Communication skills

Problem-solving skills

Time management

Attention to detail

Education

Matric or x3 Completed Intercept courses

Job description

Overview

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 purchase any of our products and services. The incumbent must be highly organised service driven Brights brand custodian who always passionate about making our customer experience positive and meaningful. To be successful is this role, you must be good a conversational communicator, an active listener who is able to identify the needs of customers and resolve problems.

Responsibilities

• Ensure that customers are always satisfied via Omni – Channel system, telephonic assistance.
• Ensure customer enquiries, compliments & complaints are professionally and efficiently dealt with timeously.
• Ensure efficient compliments of all customer service and eCommerce related administration duties.
• Assist with request quotes, sales, retentions.
• Accurately update & maintain customer profiles & preference on PUTTY (As well as any other internal systems)
• Assist with the recording of information for monthly performance reporting purposes.
• Liaise with cross – functional teams for support related to any customer experience journey matters that need resolution.
• Contribute to achievement of customer excellence targets.
• Assist with handling eCommerce and Omni – Channel related customer enquiries.
• Strive to become a Brights brand & product expert.
• Provide frequent feedback on innovative and creative ways to exceed performance targets, drive revenue & improve the retail customer experience.
• Contribute to efficiency of completing departmental tasks timeously & accurately.
• Provide administrative support to your team manager & departmental team.

Requirements

• Matric or x3 Completed Intercept courses equating to total of 120 credits
• Brights Induction (service excellence)
• 1-year minimum experience in a similar role (social media – Omnichannel Experience highly preferred)
• Ability to handle pressure
• Problem solving skills
• Ability to communicate effectively (verbal & written) at all levels, proficient in English (Great speaking voice)
• Planning, time management & organizing skills
• Excellent professional work standards, including grammar and oral proficiency
• Computer & Typing (minimum of 35 wpm) skills
• Decision making skills
• Willing to take on responsibility
• Attention to detail and high level of accuracy
• Professional and neat
• Available to work retail hours

Kindly note that if you are not contacted within 2 weeks after the closing date, please consider your application unsuccessful. We are committed to having staff that reflect the diversity of our nation we will conduct our recruitment and appointments in line with the Company’s equity targets and we are committed to improving our positions. The Company reserves the right to make changes to these terms and conditions at any time and for any reason.