Customer Experience Executive - Topps Tiles : Job Details

Tile Warehouse is part of the Topps Tiles Group based in Leicestershire, a newly formed Pureplay business which is going through an exciting growth period, we are now looking for a Customer Experience Executive to support that growth! .

Supporting the Tile Warehouse Team to enhance the online ordering experience for home delivery, you will identify out of stock products included in orders and make effective communication with those customers to understand how they wish to proceed. Your role will involve the processing of cancellation or refund requests along with the ordering of replacements. You will also maintain the team email address within the Zendesk platform which is used for customer queries relating to potential and existing orders as well as looking after Live Chat enquiries.

Working closely with the team you will provide examples and ideas of how you feel we can improve the overall online customer experience. 

Key Accountabilities 

Customer / Strategy

• Aiding customers before, during, and after the sale. Resolving delivery enquiries including, refunds, date changes and cancellations.

Out Of Stock Support

• To identify customers who have an out-of-stock product on their order and to support them to still fulfil their project.

Replacement Product

• In instances where a customer order arrives with missing or damaged goods, arrange replacements.

Cancellations and Refunds

• To provide the ability for customers to cancel their order pre-shipping.

Customer Support

• Supporting customer email enquiries relating to their online order
• Provide pro-active issue resolution on order errors be it system, product or service

Financials

• Manage the costs of all interventions to prevent loss

Risk / Process

• Contacting all customers with order issues, providing full issue resolution options at your disposal
• Use of Web Order Dashboard within Dynamics to resolve all damages, shortages, order errors and order status for all web orders 

Knowledge, Skills and Experience Required:

• Previous experience and success in a customer service background
• Good solution-based thinking
• The ability to build trust and rapport with customer as this will be required when providing solutions to issues with their order
• The ability to know when to seek further support or assistance from the team
• A strong understanding of our product ranges so that you can suggest suitable alternatives where required
• Confident telephone manner

We believe that hard work should be rewarded which why we offer a bonus scheme of up to 20% of base salary. Alongside this you are entitled to 30 days holiday, company pension, and discounts on a wide range of products and services!