At a Glance
- Tasks: Deliver exceptional customer service and resolve enquiries across multiple channels.
- Company: Join a multi-award-winning robotics company in Birmingham.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Fast-paced role with a focus on problem-solving and customer satisfaction.
- Why this job: Be part of a luxury brand and make a real difference in customer experiences.
- Qualifications: Experience in customer care, especially in luxury or premium products.
The predicted salary is between 28350 - 34650 £ per year.
SF Partners are working exclusively with a multi award winning robotics company based in Birmingham who are upscaling their operations and looking for a Customer Care Administrator. £28,000 - £35,000 Office based.
About the Role
We are looking for a passionate and customer-focused Customer Care Executive to join our growing team. Working within a premium luxury brand, you will be responsible for delivering an exceptional customer experience across multiple communication channels, ensuring every interaction reflects the high standards of our brand.
You will manage customer enquiries from initial contact through to resolution, providing a professional, empathetic and proactive service. This role would suit someone who enjoys problem-solving, thrives in a fast-paced environment and genuinely enjoys helping customers. Experience supporting customers in the US market and within a luxury or premium product environment is highly desirable.
Key Responsibilities
- Respond promptly and professionally to customer emails, ensuring all enquiries are handled within agreed service levels.
- Deliver exceptional customer service across email, telephone and live chat where required.
- Monitor and respond to social media comments and customer messages, maintaining a positive brand reputation.
- Resolve customer complaints and queries efficiently, taking ownership through to completion.
- Manage customer claims relating to damaged, faulty or missing products.
- Liaise with warehouse, logistics and courier partners to investigate delivery issues.
- Process replacements, refunds and exchanges in line with company policy.
- Build strong relationships with customers through clear, friendly and professional communication.
- Keep accurate records of all customer interactions using CRM systems.
- Escalate complex issues where appropriate whilst maintaining ownership of the customer experience.
- Identify recurring customer issues and provide feedback to help improve products, processes and service.
- Work closely with the wider operations, logistics and marketing teams to ensure a seamless customer journey.
- Support peak trading periods and promotional campaigns when required.
Skills & Experience
- Previous experience within a Customer Care, Customer Service or Customer Experience role.
- Experience working within a luxury, premium or high-end consumer products environment.
- Previous experience supporting US customers or working within an international customer service environment.
- Excellent written communication skills with exceptional attention to detail.
- Strong problem-solving and conflict resolution skills.
- Experience responding to customers via email and social media platforms.
- Ability to remain calm and professional when handling complaints.
- Highly organised with the ability to manage multiple priorities.
- Strong IT skills with experience using CRM or customer service platforms.
- A proactive approach and a genuine passion for delivering outstanding customer experiences.
Customer Care Administrator in Birmingham employer: SF Partners
SF Partners is an exceptional employer, offering a dynamic work environment in Swadlincote, Derbyshire, where innovation and collaboration thrive. With a strong focus on professional development, employees are encouraged to grow their skills and advance their careers while being part of a high-performing team dedicated to driving success. The company values operational excellence and provides a competitive salary, making it an attractive place for those seeking meaningful and rewarding employment.
