As a Customer Experience Executive, you will handle customer enquiries via email, live chat, and social media, ensuring timely and professional responses. Your responsibilities include processing refunds, resolving order issues, providing accurate product and shipping information, and assisting with account queries. You will log interactions, identify recurring issues for process improvements, and suggest automation opportunities. Additionally, you will collaborate with internal teams to resolve concerns, respond to customer reviews, and maintain the correct brand tone in all communications. Escalating complex issues where necessary, you will play a key role in delivering a smooth and positive customer experience. Key Responsibilities Respond to customer queries via email, live chat, and social media in a professional and timely manner
Process refund requests and order adjustments in line with company policies
Investigate and resolve order-related issues such as delayed deliveries, incorrect items, or missing parcels
Provide accurate information about products, stock availability, and shipping times
Monitor and respond to social media messages, ensuring queries are addressed and escalating where necessary
Accurately tag customer interactions and resolutions in the internal system for future reference
Identify common customer questions or recurring issues and report them to the team for process improvements
Flag frequent customer queries that could be answered by the AI tool and provide feedback to the Manager to enhance automation
Work closely with the warehouse, purchasing and product teams to resolve issues and ensure smooth customer experiences
Assist customers with account-related queries, including updating details and explaining company policies
Respond to customer reviews and escalate concerns to maintain a positive brand reputation
Ensure the correct tone of voice is used across interactions for each brand Requirements You have at least 2 years of experie...
