Trekitt Customer Experience Specialist

Fenix Outdoor Intermatopmaö AG; Hereford; On-site; GBP 23,000 - 29,000; Full time

Job description

We’re on the lookout for a passionate, knowledgeable, and customer-focused individual to join us as a Customer Experience Specialist for a 6-months Parental Leave Cover.

ABOUT THE ROLE
As a Customer Experience Specialist, you will play a key role in delivering exceptional service, offering expert advice, and ensuring every customer interaction is a five-star experience. You’ll be a vital part of the team, helping to maintain our reputation as an industry leader.

WHAT YOU WILL DO
In this role, you will be responsible for:

1. Manage customer interactions across phone, email, and live chat, resolving warranty claims, complaints, and queries efficiently.
2. Provide accurate and up-to-date information on products, services, and company policies to meet customer needs.
3. Process orders and payments securely, ensuring accuracy and efficiency.
4. Support the team in achieving KPIs, contributing to a positive working environment and upholding company values.
5. Stay informed about outdoor technologies and trends to deliver expert advice and maintain high customer service standards.

WHO YOU ARE
We’re seeking a dynamic individual who:

1. Has a passion for the outdoors—whether you're a climber, trekker, skier, or adventure enthusiast, your knowledge of our audience is key.
2. Has excellent written and verbal communication skills, able to clearly explain complex information.
3. Is numerate, literate, and capable of conducting effective research and analysis.
4. Demonstrates strong ICT proficiency, including experience with Microsoft Office, Zen Desk, and POS software.
5. Understands how to contribute to team goals and thrives in a collaborative environment.

Personal Attributes:

1. Outstanding interpersonal skills, with a genuine passion for building positive relationships.
2. Exceptional attention to detail and strong organizational skills, able to prioritize effectively in a fast-paced environment.
3. Creative problem-solver with the ability to deliver the right outcomes for both customers and the company.
4. Proactive and self-motivated, eager to learn and take initiative.
   

ABOUT TREKITT
We are the UK’s premier outdoor retailer focused on providing the British Outdoor Enthusiast with the best kit, service and advice. We are disrupting the markets we serve because we are ambitious and determined to achieve our objectives. This, in turn, has led us to be a profitable and commercially well-run business, investing and nurturing our teams and people to reach the best outcomes possible.

We are a high-growth business where necessity has us move quickly, make smart choices and carve a clear niche into which our dynamic approach, clarity of product ranging, and industry leading customer service are enthusiastically received. The pace at which we progress makes us an exciting and engaging business to work for.

We have expanded to a team of more than 25 diverse colleagues and contributors, with rapid growth since 2016 when we fully committed to online retailing, determined to offer our own model of rich in-shop experience to our online audience.

WHAT WE CAN OFFER YOU
A competitive salary commensurate with experience, pension, and staff discount scheme. We operate an open and friendly company with a relaxed culture and dress code, but we all work very hard to get the job done.

This is a full-time, temporary position, 42.5 hours per week, worked over 5 days on rotation.

The position is based in Hereford.

HOW TO APPLY

If you fit this profile, please do not hesitate to apply below and let us know how you intend to grasp this opportunity and what you can bring to our success.

If you have any questions about the role contact [e-mail].

Applications are processed on an ongoing basis and the position can be filled prior to closing. We look forward to reading your application!