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- Tasks: Engage with customers via email, chat, and social media to enhance their experience.
- Company: Join the vibrant team at Sophia Webster HQ in Stratford.
- Benefits: Enjoy competitive pay, generous holiday, and a product allowance.
- Other info: Fast-paced environment with strong career growth opportunities.
- Why this job: Be part of a brand that values creativity and customer satisfaction.
- Qualifications: Retail or online customer service experience, excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
We are currently recruiting in the Sophia Webster HQ for a Customer Experience Assistant. The role is based 4 days per week in Head Office with a day hybrid from home. We would love to hear from anyone who is passionate about delivering the ‘Sophia Webster’ brand experience to our customers across all channels.
What you will be responsible for:
- Liaising with customers across email, live chat, WhatsApp, social media and phone lines.
- Resolving all questions, queries and complaints in an efficient and timely manner.
- Going above and beyond and seeking out the right resolution on a case-by-case basis by embodying the Sophia Webster tone of voice and ethos whilst giving your own personal touch to each interaction.
- Working in conjunction with other teams and third-party providers to resolve customer issues including and not limited to delivery, returns, repairs, website and account support and product information.
- Communicating effectively with members of the Sophia Webster team across all business functions to ensure each customer has the best possible experience.
- Identifying trends in customer behaviour and product quality and flagging to the relevant departments.
- Assisting with product send-outs from Sophia Webster HQ in London.
- Gaining insightful customer feedback through effective interactions across all channels and review websites and sharing across the brand.
About the ideal candidate:
- You are a self-starter, fast-paced, adaptable and resilient.
- You are super organised and passionate about customers receiving the best possible service and always willing to go above and beyond and think outside of the box.
- Ultimately when you face a problem you seek to resolve it.
- Excellent written communicator.
- Friendly and personable.
- Experience in retail and online Customer Service with a high-end retailer or brand.
- Shopify, Gorgias or other similar platform experience desirable.
- Available to commute to our studio in Stratford, E15.
WORKING AT SOPHIA WEBSTER
We have set a high bar to create the current small but mighty Sophia Webster team. We are looking for talented, hardworking and capable people with the right values, who want to do their best work with us. We offer in return:
- Great learning opportunities in a fast paced entrepreneurial environment;
- Strong career progression;
- Fair and competitive salaries;
- Generous product allowance;
- 25 days holiday plus bank holidays.
Customer Experience Advisor employer: Sophia Webster
Contact Detail:
Sophia Webster Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor
✨Tip Number 1
Get to know the brand inside out! Dive into Sophia Webster's ethos and values. When you understand what makes them tick, you can tailor your conversations to resonate with their vibe.
✨Tip Number 2
Practice your communication skills! Whether it’s through live chat or phone calls, being friendly and personable is key. Try role-playing with a friend to nail that perfect tone of voice.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you went above and beyond for a customer. This will help you stand out as someone who embodies the customer-first approach.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Sophia Webster team.
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the Sophia Webster brand shine through. We want to see how much you care about delivering an exceptional customer experience and how you can embody our ethos in your own unique way.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experiences that align with the role. We love seeing how your past roles in retail or online customer service have prepared you to tackle the challenges of being a Customer Experience Advisor with us.
Be Personable: Your written communication should reflect your friendly and approachable personality. Use a warm tone and be genuine in your responses, as we value personal touches in every interaction with our customers and team members.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that your application gets to the right people and helps us streamline the process. Plus, it’s super easy and quick!
How to prepare for a job interview at Sophia Webster
✨Know the Brand Inside Out
Before your interview, dive deep into the Sophia Webster brand. Familiarise yourself with their products, values, and customer service ethos. This will not only help you answer questions more effectively but also show your genuine passion for the brand.
✨Showcase Your Communication Skills
As a Customer Experience Advisor, communication is key. Prepare examples of how you've successfully resolved customer queries in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your friendly and personable approach.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you went above and beyond to resolve a customer issue. Be ready to discuss how you identified the problem, the steps you took to resolve it, and the positive outcome. This will illustrate your adaptability and resilience.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the tools they use like Shopify or Gorgias, or how they gather customer feedback. This shows your interest in the role and helps you gauge if it's the right fit for you.