Customer Experience Assistant

Sofa Club; Watford; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Sofa Club is seeking a Customer Experience Assistant to join our team in a hybrid role. You will respond across phone, email, chat and social channels, log details in internal systems, and work to resolve issues with empathy and professionalism.

You will collaborate with sales and other departments to ensure quick, accurate resolutions while maintaining high service standards. Flexibility across shifts and channels is essential to support customers seven days a week.

Qualifications

• Experience in a customer-facing role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to stay calm under pressure and empathise with customers.
• Experience with Zendesk is a plus.

Responsibilities

• Provide timely, thoughtful customer support across phone, email, chat, and social media.
• Log complaints and reasons for contact in internal systems.
• Strive to meet KPI targets while maintaining high quality.
• Show empathy and balance customer needs with business requirements.
• Respond to inquiries promptly and professionally via multiple channels.
• Proactively resolve queries with a focus on first contact resolution.
• Collaborate with other departments, especially sales, to resolve issues quickly.
• Manage workload effectively in a fast-paced environment.

Skills

Customer-facing experience

Verbal and written communication

Problem-solving

Empathy 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.