Customer Experience Advisor

Location: Cramlington, United Kingdom; Workplace type: Hybrid

Salary: £26,500–£27,500 per year

Company

hirify.global is an independent, subculture-led fashion brand creating distinctive apparel for a global customer community.

What you will do

• Resolve customer queries through telephone, email, live chat, and social media inboxes.
• Meet service KPIs while delivering timely, professional, and customer-focused resolutions.
• Answer customer questions and reviews on Trustpilot and Yotpo.
• Check orders, process refunds, gift cards, and discount codes accurately, and maintain daily operational reports.
• Work with the distribution center and external partners to investigate and resolve shipping issues.
• Suggest workflows and service improvements, while supporting coaching and development across the Customer Experience team.

Requirements

• Two or more years of experience in a similar high-pressure customer service role preferred.
• Experience with Excel, Google Sheets, CRM software, and other IT tools.
• Ability to manage multiple enquiries across phone, email, and live chat while working to KPIs and deadlines.
• Strong organization, multitasking, verbal communication, written communication, and email etiquette.
• Proven ability to resolve customer complaints and issues efficiently and effectively.
• Willingness to work evening and weekend shifts.

Culture & Benefits

• Hybrid work with enhanced working-from-home options for shift work.
• 21 days of annual leave including bank holidays, increasing to 27 days with service.
• Enhanced maternity and paternity leave and an annual leave purchase scheme.
• Birthday treats, store discount, and a cycle-to-work scheme.
• Quarterly social fund and two company-wide social events annually.
• Culture focused on inclusivity, diversity, and respect for individual perspectives.

Hiring process

• Application review followed by an interview.
• Hiring manager call and final stage.