At a Glance
- Tasks: Help customers with queries via phone, email, and social media while ensuring top-notch service.
- Company: Join Disturbia, a unique fashion brand that celebrates individuality and creativity.
- Benefits: Enjoy 21 days of leave, store discounts, and flexible working options.
- Other info: Hybrid role based in Cramlington; must be local for regular office attendance.
- Why this job: Be part of a vibrant team that values creativity and customer satisfaction in the fashion industry.
- Qualifications: 2+ years in customer service, strong communication skills, and a passion for helping others.
The predicted salary is between 26500 - 27500 £ per year.
Welcome to Disturbia. We're an independent, subculture-led fashion brand creating unconventionally authentic attire for a global community of kindred spirits who think and act outside the box of normalcy. Our designs are informed and inspired by the outcast, the esoteric, and the occult- we're always spinning fashion trends on their head in new and unexpected ways. We stand for the other in society, and always want to do right by our community - all while having a hell of a lot of fun in the process.
As we continue to grow, so too do we continually seek like-minded individuals to join us. The right candidate for any position will be passionate about their work and dedicated to making the brand the best that it can be as we expand into new frontiers. We are seeking a dynamic and customer-focused individual to join our team as a Customer Service Advisor. The ideal candidate will have excellent communication skills, demonstrating confidence and professionalism in every interaction. You should be ambitious, eager to grow within the fashion industry, and passionate about delivering exceptional service to our customers. If you thrive in a fast-paced environment and have a keen eye for detail, we encourage you to apply and become a vital part of our team.
Key Responsibilities
- Resolving customer queries using the following channels: Telephone, email, live chat and social media inboxes.
- Working to KPI’s to ensure all customer service enquiries are responded to and resolved in a timely manner whilst maintaining customer experience expectations.
- Deliver a first class service to all customers across all platforms, ensuring positive resolutions and overall customer satisfaction.
- Assisting the Customer Experience Manager in providing support, coaching and development for all Customer Experience Advisors.
- Replying to customer questions and reviews via relevant channels (Trustpilot, Yotpo).
- Daily order checks to ensure fulfilment can be achieved.
- Processing refunds, gift cards and discount codes in line with customer expectations and with a high degree of accuracy.
- Populate daily operational reporting logs to allow for strategic growth.
- Feedback any distribution issues to line manager or order to allow for feedback throughout the wider company.
- Liaising with our distribution center and external partners to investigate and resolve shipping related enquiries.
- Propose new ideas and workflows for consideration with the aim of promoting efficiency and elevated levels of service.
- Other ad hoc responsibilities as required.
Skills, Knowledge and Expertise
Please read before applying: This is a hybrid role based at our Cramlington office. You must live within a commutable distance, as regular in-office attendance is required based on shift patterns. Candidates outside this area will not be considered as applications will be automatically rejected.
- 2+ Years experience in a similar high pressure customer service role preferred.
- Skilled in IT with experience in Excel, Google Sheets and CRM software.
- Able to handle multiple enquiries across phone, email and live chat whilst being KPI orientated.
- Strong organisational skills with the ability to multitask whilst working under pressure and work to deadlines.
- Excellent verbal and written communication skills, both with customers and the team maintaining a professional and friendly demeanor.
- Excellent email etiquette.
- Have a proven ability to resolve customer complaints or issues efficiently and effectively.
- Demonstrating you naturally enjoy helping others and are service-oriented, keeping the customer’s wants and needs at the forefront of the decision making process.
- Being open to new ideas, continuously challenging the norm to aid development and growth within the team and wider business, whilst delivering the best possible service to all customers.
- Openness to work weekend and evening shifts.
Benefits
- 21 days of annual leave, including bank holidays. Increasing with each year of service up to 27 days.
- Enhanced working from home with shift work.
- Enhanced maternity/paternity leave.
- Annual leave purchase scheme.
- Birthday treats.
- Store discount.
- Cycle to work scheme.
- Quarterly social fund.
- 2 company wide socials annually.
Customer Experience Advisor employer: Disturbia
At Disturbia, we pride ourselves on being an exceptional employer that champions creativity and individuality within the fashion industry. Our vibrant work culture fosters collaboration and innovation, offering employees ample opportunities for personal and professional growth while enjoying a range of benefits such as enhanced leave policies, store discounts, and regular social events. Located in Cramlington, our hybrid role allows you to thrive in a dynamic environment where your passion for customer service can truly shine, all while being part of a community that values the unconventional.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Disturbia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Disturbia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Disturbia:Your cover letter is your chance to shine! Tell us why you want to work at Disturbia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Disturbia!
How to prepare for a job interview at Disturbia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
