Customer Experience Assistant

Sofa Club; Hertford; Hybrid; GBP 21,000 - 31,000; Full time

Job summary

Sofa Club is seeking a friendly Customer Experience Assistant to support customers across phone, email, chat and social media from our Hertford HQ and home office. You will log issues, provide advice, and help improve our service with empathy and proactive communication.

You’ll join a fast-paced team, work on a rota including weekends, and collaborate with Sales to resolve queries quickly while maintaining high satisfaction levels across all touchpoints.

Qualifications

• Experience in a customer-facing role or service environment.
• Strong written and spoken communication skills.
• Good problem-solving ability and attention to detail.
• Able to remain calm when handling challenging situations with empathy.
• Experience using Zendesk is a plus.

Responsibilities

• Deliver timely, empathetic customer support across phone, email, chat and social channels.
• Accurately log complaints and reasons for contact in internal systems.
• Achieve KPIs while maintaining high quality.
• Approach interactions with empathy and balance customer and business needs.
• Respond to inquiries promptly and professionally via multiple channels.
• Proactively resolve queries with first-contact resolution wherever possible.
• Collaborate with sales and other departments to resolve issues quickly.
• Manage workload effectively in a fast-paced environment.

Skills

Customer-facing experience

Excellent communication (verbal & writ

Problem solving

Calm under pressure

Zendesk experience

Tools

Zendesk

Job description

Role Overview

We’re looking for a dedicated and empathetic Customer Experience Assistant to join our team. You’ll play a vital role in ensuring our customers feel valued, heard, and supported, whether it’s solving an issue, offering advice, or gathering feedback to help us improve.

This role is hybrid, working three days per week in our Hertford HQ and two days per week from home. Weekend and Bank Holiday shifts are also required and are worked remotely from home.

Our Customer Experience team operates 7 days a week, so shifts are allocated across the full 7-day period on a rota basis. This means you’ll need to be flexible and able to work a variety of shifts, including weekends and Bank Holidays, depending on business requirements. Weekend shifts will be shared fairly across the team and rotas will be published at least one month in advance.

Shift times may vary to meet customer demand and business needs, so flexibility and a willingness to work across different days and times are essential for this role.

Key Responsibilities

• Deliver timely, thoughtful, and effective customer support across phone, email, chat, and social media channels

• Accurately log complaints and reasons for contact, using internal systems.

• Achieve KPI’s (Key Performance Indicators) whilst maintaining excellent quality.

• Approach every interaction with empathy, put yourself in the customer’s shoes and balance their needs with those of the business.

• Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.

• Proactively resolve queries with a focus on first contact resolution, ensuring customers are regularly updated where issues require follow-up.

• Collaborate with other departments, especially the sales team, to ensure fast and seamless issue resolution.

• Work well in a fast paced environment, have the ability to manage your own workload.

Skills & Experience Required

• Proven experience in a customer-facing role (Customer Service, Support, Experience, Success).

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Ability to stay calm under pressure and handle challenging situations with empathy.

• Experience with Zendesk is a plus.