Online Customer Relations Advisor
Customer Relations

Online Customer Relations Advisor

Full Time

£18,844

Here at Xbite, we are a home for bespoke ecommerce expertise, an online retailer for over thousands of products including homeware, video games, card & board games and we put the fun into what we do!

We don’t do the expected. We innovate and invest today to achieve more tomorrow.

We’re looking for individuals to join our 'Online Customer Support Squad'. We have customers all over the world and no two queries are the same, you will be someone who excels in building relationships and are naturally customer centric in your approach to problem solving.

The majority of queries come through via Emails, Live Chat and telephone. You will also carry out general order administration such as refunding and replacing orders, arranging and sending out spare parts and going the extra mile for customers.

We are looking for fantastic Customer Relations Advisors to join our busy team on a permanent basis. We are looking for people to start as soon as possible. Ideally you will have experience of delivering exceptional online customer service, but full training is also given.

Salary is £18,844.80 pro rata to the hours you work (equivalent £9.06 per hour).

What you’ll do:

  • Responding to customer queries via Emails, Live Chat and telephone.

  • General order administration such as refunding and replacing orders, arranging and sending out spare parts and going the extra mile for customers.

  • Meeting service levels KPIs for all customer contact channels.

  • Delivers a high standard of customer service set by our KPIs – exceeds customers’ expectations

  • Encourages customer feedback to promote the the Xbite brand

  • Implements practical solutions to ensure customer service objectives are achieved

  • Work collaboratively to share best practice and support and develop the team to be the best you can be.

  • Continued learning and development as required

Who you are:

  • Ambitious and able to work in a fast paced and dynamic environment

  • You must be computer literate and have professional experience in email and telephone customer contact.

  • Being motivated and passionate about Customer Service is essential in this fast paced environment.

  • Must be flexible and able to work across 7 Days per week on a shift pattern basis down to the business needs

  • Enthusiastic, hardworking and creative

  • Positive and friendly, with the ability to work well equally as part of team or independently

  • The proven ability to organise, plan and prioritise a changing workload

  • An ability to speak a second language (or more) is a distinct advantage however not essential.

What we can offer you

We are proud of the support and benefits we offer to our teams and in addition to a competitive salary, we run a performance related bonus structure for work over and above what we expect, staff discounts, onsite parking, Employee Assistance Programme, company events to name but a few. You can find more details on our Xbite company website.

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