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Customer Experience Representative
Sheet Society. Respond to enquiries across email, live chat, phone and social within agreed service and quality targets .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with the ability to manage inquiries, provide product advice, and resolve issues efficiently. Proficient in using various platforms to enhance customer experience and support sales opportunities.
Highest-signal resume keywords
Customer Service ExperienceClear CommunicationOrder ManagementProblem ResolutionExperience With Gorgias
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order ManagementProduct RecommendationsReturns ProcessingDelivery EnquiriesStyling Advice
Soft Skills
Friendly CommunicationJudgementReliabilityOrganizational SkillsCuriosity
Tools & Technologies
GorgiasShopifyAircallLoop
Industry Keywords
Customer ExperienceRetailOnline OrdersTrade CustomersPeak Trading
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- At least one year of customer service experience, ideally in a retail store or similar customer-facing role
- Clear, friendly communication and good judgement when resolving customer issues, including knowing when to escalate
- Reliable and organised, especially when things get busy
- Confidence to work independently and remotely on weekends
- Ability to quickly learn new systems while maintaining accuracy and pace across several systems
- Genuine love of helping people and confidence guiding customers from question to purchase or resolution
- Comfortable assisting customers in person, over the phone and online
- Curiosity about products, fabrics, styling and the customer journey, online and in store
- Experience with platforms such as Gorgias, Shopify, Aircall or Loop is a bonus
- Experience with online orders, returns, delivery enquiries, product recommendations or styling advice is a plus
- Ongoing casual availability ideally Thursday, Friday and Saturdays, or fixed-term seasonal availability from mid-October through January returns, including weekends and peak trading days
Benefits
Comp & perks- Generous staff discounts on Sheet Society, Resting and Sleep Well products
- Team celebrations, rewards and recognition
- Communal kitchen providing breakfast, all the snacks and lots of coffee
- Dog-friendly office
- Option to work from home on weekends