Customer Experience Advisor

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 or 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 ad 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, continuous 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. Enhance maternity/paternity leave Annual leave purchase scheme Birthday treats Store discount Cycle to work scheme Quarterly social fund 2 company wide socials annually