Customer Support Executive

HERA Clothing; Cheltenham; On-site; GBP 80,000 - 100,000

Job description

Customer Support Executive - Maternity Cover

Reporting to the CEO, as a Customer Support Executive you will work within the Customer Support team on a temporary basis, providing maternity cover. With a focus on our customers, you will work to effectively provide contact resolution to customers through all channels, delivering professional advice and assistance that goes above and beyond what our customers would expect.

Your main purpose:

We’re looking for someone who is passionate about the HERA brand, agile, thrives under pressure, and is a forward-thinker. A team player and all-round communicator, you will be full of ideas and able to develop creative solutions to key business challenges. You will also be a part of relevant industry conversations, react first to trends, and utilize key tools to maximize performance.

Accountabilities:

• Provide outstanding customer service that exceeds expectations by offering a bespoke journey to HERA customers.
• Coordinate returns and exchanges, ensuring customers are satisfied with the service and that the process is easy and efficient.
• Assist with fit guidance, offering advice and sharing product knowledge.
• Create positive outcomes and experiences for our customers when challenges arise.
• Work efficiently and effectively.
• Collaborate with colleagues to share feedback and trends that may impact our customer’s experience.
• Resolve customer requests that require product knowledge, operational expertise, and a natural ability to connect with customers.
• Liaise with logistics, production, and warehouse teams.
• Be proactive and anticipate what is needed.
• Be goal-oriented and results-driven.
• Be commercially minded, quickly responding to business and market needs.
• Demonstrate a high work ethic, integrity, and reliability with a hands-on attitude.
• Be a strong team player and work well with other team members.
• Ability to multi-task and work effectively on several projects simultaneously.
• Have a passion for the HERA brand and customers.
• Think creatively and have an eye for detail.
• Exhibit strong interpersonal effectiveness, collaboration skills, emotional intelligence, and self-management.

Experience:

• Demonstrated experience in a similar role.
• Proven track record of delivering excellent customer service.
• Strong problem-solving skills and experience in diagnosing repairs.
• Excellent communication skills, both verbal and written.

Seniority level: Not Applicable

Employment type: Full-time

Industries: Retail