Customer Experience Specialist — Commission & Mon–Fri Office Role

The Big Phone Store; Wolverhampton; On-site; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Staff discounts

Company pension

Free on-site parking

Career progression opportunities

Job summary

The Big Phone Store in Wolverhampton is seeking a Customer Service Advisor who can articulate information clearly and resolve issues across calls, email and digital channels.

You will investigate problems, explain complex situations simply, and own cases through to resolution. There is emphasis on exceptional English, empathy, resilience and a willingness to learn as we balance automation with human support. Commission opportunities accompany base salary.

Qualifications

• Excellent spoken and written English with impeccable grammar.
• Ability to explain complex issues in plain language.
• Willing to take ownership and investigate customer problems.

Responsibilities

• Answer customer enquiries by telephone and digital channels.
• Call customers when a conversation resolves an issue quickly.
• Assist with orders, deliveries, returns and product enquiries.
• Manage customer cases from initial contact to resolution.
• Investigate problems rather than pass them on.
• Support warranty and aftersales enquiries.
• Keep customers informed while issues are investigated.
• Use internal ticketing and CRM systems.

Skills

Articulate

Empathetic

Resilient

Inquisitive

Accountable

Commercially sensible

Confident communicator

Calm under pressure

Investigative mindset

Attention to detail

Job description

The Big Phone Store in Wolverhampton is seeking a Customer Service Advisor who can articulate information clearly and resolve issues across calls, email and digital channels.

You will investigate problems, explain complex situations simply, and own cases through to resolution. There is emphasis on exceptional English, empathy, resilience and a willingness to learn as we balance automation with human support. Commission opportunities accompany base salary.