Customer Experience Agent — US Brand Support

THG Ingenuity Ltd.; Manchester; On-site; GBP 21,000 - 26,000; Full time

Job summary

THG Ingenuity is seeking a Customer Service Agent to join our team in Manchester. You’ll be the first point of contact for customers, handling inquiries across live chat, phone, email and social media, and resolving order issues with professionalism.

You’ll work on THG Orbit platforms, support multiple brands, and strive for high-quality service while meeting weekly targets in a fast-paced ecommerce environment.

Qualifications

• 1+ years in a call centre or customer service role.
• Excellent written and verbal communication in English.
• Empathy and focus on delivering exceptional service.
• Able to handle multiple channels (live chat, phone, email, social).
• Ability to analyse issues and resolve them quickly.

Responsibilities

• Be the first point of contact across Customer Service platforms for our Ingenuity brands.
• Address customer inquiries, issues, and complaints promptly and professionally.
• Maintain high levels of quality at each point of contact while working to department targets.
• Engage with customers in a polite, professional manner daily.
• Assist customers with product advice and general service queries.
• Work across phone, live chat, social media and emails.

Skills

Call centre experience

Customer service

Communication skills

Problem solving

Adaptability

English fluency

Job description

THG Ingenuity is seeking a Customer Service Agent to join our team in Manchester. You’ll be the first point of contact for customers, handling inquiries across live chat, phone, email and social media, and resolving order issues with professionalism.

You’ll work on THG Orbit platforms, support multiple brands, and strive for high-quality service while meeting weekly targets in a fast-paced ecommerce environment.