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Customer Experience Specialist

SMI is growing and our Customer Experience Department is expanding, so we are we are looking for several people to join our hardworking team.

Job Description:

This role is primarily based in Petersfield in our brand new Head Office. This is a very busy role, we are looking for confident, organised and eager individuals with previous office based Customer Service experience.

You will take ownership of a range of customer service and admin activities. Responsible for delivering and maintaining the highest quality customer service standards, executing fast and accurate order entry. In addition, you will represent the company via phone and email communication of the highest standard.  

Hours: Monday to Friday 8am-5pm , with 1 hour lunch break

Job Type: Full-time, Permanent

Salary: Competitive up to £26,000pa (£24,000 - £26,000 depending on experience)

  • PLUS Monthly 10% KPI Bonus Scheme

Location: Hybrid - Petersfield (Head Office) / 1-day a week working from home.

Benefits:

  • Training and development opportunities
  • Career progression
  • 33 days holiday per year (including bank holidays), increasing after 3 years of service
  • Employment Schemes as well as regular wellbeing events, including monthly YOGA sessions 
  • 1 day working from home per week, after probation  
  • Work perk of early finish on Fridays at 4pm 
  • On-site parking

Want to join our team?

Fill in the form and send us your CV to us today!

Role & Responsibilities:

  • Communicating with customers via telephone or email to process new orders, providing lead times and delivery information
  • Proactively contact customers to update them on awaiting orders 
  • Answer customer enquiries via telephone and email 
  • Plan, prioritise and maintain a busy workload efficiently 
  • Responsible for order follow-up and processing returns 
  • Responsible for your own customer accounts and attending internal service meetings
  • Work closely with other departments to ensure customer’s service needs are exceeded 
  • Be flexible and supportive to the rest of the team and offer help where needed, especially during peak periods 
  • Anything else within reason requested by the management team

Experience and Requirements: 

  • Customer Service (Essential 1 year minimum)  
  • Administration (Essential)  
  • Outlook – Proficient in email communication (Essential)  
  • Proficient in telephone communication (Essential)  
  • Office background (Desirable)  
  • Living in the UK  
  • Eligible to work in the UK