Customer Experience Executive at Dusk

Dusk; Leeds; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Casual dress

Company pension

Employee discount

Flexitime

On-site parking

Transport links

Work from home

25 days’ holiday

Bonus Scheme

Staff discount on DUSK products

Eye-care vouchers

Career progression

Training opportunities

Company days

Job summary

DUSK.com is an award-winning, fast-growing e-commerce brand in home and garden. We are seeking a Customer Experience Advisor to respond to customer queries, manage the mailbox, and resolve issues with empathy while delivering high-quality service.

You will work in Doncaster on shifts 8am–4pm, 12pm–8pm (trial 8am–6pm). For the first four weeks, hours are 9am–5pm. Benefits include pension, employee discount, flexitime, 25 days’ holiday, on-site parking and progression opportunities.

Qualifications

• Basic IT, Microsoft Office proficiency required.
• Clear, professional written communication.
• Empathy and strong problem-solving abilities.
• Attention to detail and well-organised.
• Able to work independently and in a team.

Responsibilities

• Respond to customer queries via multiple channels to a high standard.
• Maintain productivity and handle complex queries and complaints.
• Follow internal processes and identify issues.
• Manage mailbox and multi-task effectively.
• Take ownership from initial contact to resolution.
• Demonstrate strong product knowledge to inform customers.
• Collaborate with the CX team for timely resolutions.

Skills

Basic IT skills

Microsoft Office

Communication skills

Written communication

Empathy

Problem solving

Organisation

Team collaboration

Job description

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.

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. You can read more about us at: Why Dusk.com?

Benefits

• Casual dress
• Company pension
• Employee discount
• Flexitime
• On-site parking
• Transport links
• Work from home
• 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.
• Eye-care vouchers Excellent Career progression and training opportunities Opportunities to partake in company days

Pay

Pay: Up to £25,000.00 per year

Work Location

In person