Customer Experience Representative

Title: Customer Experience Representative - London

Industry: HR and administration

Role/Sector: Customer services

Location: South London

Placement: Graduate job (permanent)

Salary: £18,000 - 0 (per annum)

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Information on the company

Our caffeine client, creates the finest of coffee in a capsule! The team boasts some of the world's premier coffee experts. In fact, with three of the UK's Q-Grader's working with us - that's a lot of coffee experts as part of the team.Their skill is selecting only the best coffee beans and creating recipes that work perfectly in a coffee capsule for Nespresso®.


This is a full-time job opportunity. Salary: £18k.

The Customer Experience role plays a crucial part in every inch of the customer-facing activity in the company’s e-commerce channel. This includes ensuring smooth operation and delivery of all online orders, to championing the product directly to consumers via phone and email, all the while ensuring the consumer has the best possible experience of the company and products from start to finish.

Key responsibilities of the role:

  1. Handling in-bound product enquiries and orders via phone and e-mail
  2. Responding to email queries via our CMS
  3. Order management day-to-day
  4. Liaising with the logistics/warehouse team 
  5. Outbound phone calls and creating a great ‘on-boarding’ experience
  6. Creating a smooth on-boarding process and experience for subscription consumers
  7. Ensuring regular survey(s) are sent/completed
  8. Compiling customer feedback
  9. Updating customer data and order records
  10. Reporting to the Ecommerce Manager and wider team

The ideal candidate’s personality and qualifications:

  1. An ‘above-and-beyond’ attitude to customers
  2. An outstanding communicator, both written and verbal
  3. Comfortable with short periods of high activity/intensity
  4. Team-focused with strong interpersonal skills
  5. Strong attention to detail, prioritisation and organisation skills

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