Customer Experience Advisor

# Customer Experience Advisor (Full-Time) We're looking for an exceptional Customer Experience Advisor to become a full-time member of our growing team. You'll be one of the first points of contact for our customers, ensuring every interaction is professional, helpful and solution-focused. This is a long-term position where you'll work closely with our UK-based team using Slack and our internal systems. ## Your Responsibilities ### Customer Support * Answer customer enquiries via phone, email and live chat. * Provide a friendly, professional and knowledgeable experience on every interaction. * Help customers choose the right products and services. * Support customers with logo uploads and artwork requirements. * Assist customers throughout the ordering process. ### Order Management * Process customer orders accurately and efficiently. * Send artwork proofs for approval and liaise with our design team. * Update customers on order progress. * Work closely with production and warehouse teams to ensure orders are fulfilled correctly. * Resolve any issues before they become customer problems. ### Complaint Resolution * Handle customer complaints professionally and empathetically. * Investigate issues and work with internal departments to reach the best possible outcome. * Keep customers informed throughout the resolution process. * Turn negative experiences into positive ones wherever possible. ### Sales & Customer Success * Identify opportunities to upsell additional garments, embroidery and print services. * Contact customers after placing orders to confirm requirements, answer questions and recommend additional products where appropriate. * Build strong customer relationships that encourage repeat business. ### Administration * Maintain accurate customer records. * Update internal systems with detailed notes. * Follow internal procedures and quality standards. * Complete additional administrative tasks to support the wider team. ## Systems You'll Use * Slack (daily internal communication) * Shopify * Internal Order Management System * Microsoft Office / Google Workspace * Email and VoIP telephone systems * Reviews.io and customer service platforms ## What We're Looking For * Excellent written and spoken English. * Previous experience in customer service, customer support or customer success. * A confident and professional telephone manner. * Strong problem-solving skills. * Excellent attention to detail. * Comfortable working in a fast-paced eCommerce environment. * Able to multitask and prioritise effectively. * Positive attitude with a genuine desire to help customers. * Reliable internet connection and suitable home working environment. Experience with UK eCommerce businesses, customised products or order management systems would be an advantage. ## What Success Looks Like Within your first few months you will: * Deliver an outstanding customer experience. * Respond quickly and professionally to customer enquiries. * Resolve customer issues efficiently. * Improve customer satisfaction. * Build strong relationships with our customers. * Become a trusted member of our customer experience team. ## Working With Us This is **not a freelance project**. We're looking for someone to become a long-term member of our business. You'll work **40 hours per week**, communicate with the team daily via Slack, attend regular meetings and work closely with our customer service, production and warehouse departments. ## To Apply Please include: 1. Your customer service experience. 2. Your experience working remotely. 3. Examples of eCommerce or retail businesses you've supported. 4. Any experience using Shopify or similar systems. 5. Your availability to work full-time. 6. A short video on why you'd be a great fit for our team.