Senior Customer Service Executive

SWAY Hair Extensions; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the beauty sector is seeking a Senior Customer Experience Executive to enhance customer satisfaction through effective communication and problem-solving. The role involves managing customer inquiries, processing orders, and ensuring a high-quality service experience. Ideal candidates will have a minimum of 3 years in customer service, preferably within fashion or beauty, and possess outstanding organizational and interpersonal skills.

Qualifications

• Minimum of 3 years in a Customer Service role.
• Experience in a fast-paced environment.
• Ability to work independently and in a team.

Responsibilities

• Dealing directly with customers by telephone or electronically.
• Handling and resolving customer complaints.
• Processing orders and managing customer interactions.

Skills

Communication

Interpersonal Skills

Organizational Skills

Multi-tasking

Proactive Thinking

Tools

MS Office

Shopify

Job description

Purpose of Role

As Senior Customer Experience Executive, the role will be involved in processing and resolving inbound customer enquiries and orders, identifying and understanding customer needs and always providing a consistently high-quality service.

This department is all about providing excellent customer service to all our customers and clients as well as working towards achieving maximum profitability and growth in line with the company strategy and business goals.

Key Responsibilities

Dealing directly with customers either by telephone or electronically

Handling and resolving customer complaints

Obtaining and evaluating all relevant information to handle product and service enquiries

Processing orders

Directing requests and unresolved issues to relevant departments

Recording details of enquiries, comments, and complaints and keeping records of customer interactions and transactions

Managing administration associated with the role

Building relationships internally and externally, communicating effectively with customers

Providing feedback on the efficiency of the customer service process

Being proactive by prioritising daily tasks and managing the workload

Ensuring the customer journey is enhanced and the best it can possibly be

Person Specification - Experience and Skills Sets required

Minimum of 3 years in a Customer Service role is essential (Hair, Beauty or Fast Fashion Ideal)

Experience of working within fashion brand or similar paced business

Experience of working in a pressurised/fast paced environment is essential.

Outstanding communication and interpersonal abilities

Excellent organisational skills, being able to multi-task

Ability to think proactively and independently

Experience in MS Office is essential

Can work independently as well as in a team

Shopify experience desirable with reporting schedule required