Sheet Society

Customer Support

• Respond to enquiries across email, live chat, phone and social within agreed service and quality targets
• Own enquiries from first contact through resolution, aiming to solve them in a single response
• Provide product, sizing, fabric, care and styling advice
• Manage orders, invoices, cancellations, refunds, exchanges and replacements
• Support delivery, tracking and returns enquiries, liaising with carriers and internal teams
• Identify sales opportunities and help customers purchase confidently
• Process physical returns, exchanges and click-and-collect orders when rostered
• Build relationships with returning, trade and project customers
• Capture feedback and recurring issues to improve products, processes and service
• Follow workflows and tools, using judgement for personalised customer support
• Partner with Retail, Warehouse, Product and Operations teams to resolve issues and support escalations
• Assist with administrative tasks, peak trade activity and other customer experience responsibilities as required

Customer Experience Representative