Customer Experience Executive

Sitejet; Leeds; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

25 days holiday

Holiday buy option

Bonus scheme

Staff discount

Death in service

Company pension

Spark EAP

Career progression

Company days

Job summary

DUSK.com is seeking a Customer Experience Executive in Leeds to join our Customer Experience Team. The role involves handling customer queries across channels, resolving issues with empathy, and maintaining strong product knowledge for effective customer support.

Hours include a shift pattern with mornings and evenings; training weeks start at 9am. DUSK offers a benefits package, generous holiday, pension, and career progression opportunities within a fast-growing UK brand.

Qualifications

• Basic IT and Microsoft Office skills required.
• Ability to respond clearly, professionally and with empathy.
• Attention to detail, problem solving, and organisation.
• Ability to follow instructions in a fast-paced environment.
• Initiative to work independently on new ideas.
• Willingness to work collaboratively within a team.
• Desire to identify issues and solve problems efficiently.
• Maintain a straightforward approach to new challenges.

Responsibilities

• Respond to customer queries across channels to a high standard.
• Maintain productivity levels and handle complex queries.
• Follow internal processes and flag issues.
• Manage mailbox and multitask effectively.
• Own customer queries from contact to resolution.
• Leverage product knowledge to inform customers.
• Collaborate with the Customer Experience team for timely resolutions.

Skills

Microsoft Office

Communication skills

Empathy

Attention to detail

Problem solving

Team collaboration

Initiative

Ability to work in fast-paced env

Job description

An exciting opportunity has arisen to join our team as Customer Experience Executive working in Leeds as part of our Customer Experience Team.

Salary: Competitive Salary+ excellent benefits package

Contractually your hours will be in a shift pattern of 8am - 4pm and 12pm - 8pm. This has been temporarily adjusted to accommodate business, customer and employee preferences (trial). Which is currently a shift pattern of 8am- 4pm and 10am-6pm.

Please note for your first 4 weeks (minimum) you will work 9am-5pm.

At DUSK, we pride ourselves in offering our customers the highest standard of customer service. We’re passionate about the products we have to offer and our business goals.

To be successful in this role, you must be motivated, caring, and have a passion for delivering great service and building relationships with our customers and colleagues.

You will be a key part in how DUSK is represented and must be passionate about our perception and success.

Role Responsibilities:

• Independently respond to customer queries over different points of contact to a high quality.
• Work towards consistent productivity levels to align with the team, whilst handling complex queries and customer complaints.
• Accurately follow internal processes and identify issues when they arise.
• Being organised and confident in mailbox management and multi-tasking.
• Take full ownership of customer queries from initial contact through to resolution, ensuring customers feel supported throughout the process.
• Having great product knowledge to inform new, potential customers of the specific details.
• Work collaboratively with the wider Customer Experience team to ensure consistent service and efficient resolution timeframes

About You

• Basic IT/Microsoft Office, communication and writing skills are crucial
• Ability to respond clearly, professionally and with empathy to customers
• Attention to detail, problem solving, and organisation are essential
• Ability to follow instruction easily in a fast-paced environment, whilst handling challenging customer queries.
• Initiative to work independently on new ideas, processes and administrative tasks
• Passion to work collaboratively on new ideas within a team.
• Desire to identify issues and solve problems efficiently.
• Maintain a straight-forward approach to new challenges.

About us

DUSK.com is an award winning and fast-growing e-commerce brand in the home and garden sector, known for innovation and high-quality products.

Whether you are seeking signature furniture pieces or the perfect finishing accents, our curated ranges deliver accessible elegance to every living space, empowering you to realise your ideal home vision.

As a trusted British brand, our team in Doncaster work hard behind the scenes to make sure every order is carefully packed and delivered on time.

• 25 days’ holiday per year, plus additional annual leave based on length of service. Where employees are required to work on bank holidays, these will be treated as normal working days and alternative arrangements for the bank holiday entitlement will apply.
• Option to buy additional holidays (by a maximum of 5 days)
• Bonus Scheme
• Staff Discount Scheme on DUSK products
• Death in service
• Company pension
• Access to employee assistance programme through ‘Spark’, including 24/7 helpline, virtual GP and counselling services to support your health and wellbeing.
• Excellent Career progression and training opportunities
• Opportunities to partake in company days