Customer Experience Executive

Tile Warehouse is part of the Topps Tiles Group based in Leicestershire, a newly formed Pureplay business which is going through an exciting growth period, we are now looking for a Customer Experience Executive to support that growth! .

Supporting the Tile Warehouse Team to enhance the online ordering experience for home delivery, you will identify out of stock products included in orders and make effective communication with those customers to understand how they wish to proceed. Your role will involve the processing of cancellation or refund requests along with the ordering of replacements. You will also maintain the team email address within the Zendesk platform which is used for customer queries relating to potential and existing orders as well as looking after Live Chat enquiries.

Working closely with the team you will provide examples and ideas of how you feel we can improve the overall online customer experience.

Key Accountabilities

Customer / Strategy
Aiding customers before, during, and after the sale. Resolving delivery enquiries including, refunds, date changes and cancellations.

Out Of Stock Support
To identify customers who have an out-of-stock product on their order and to support them to still fulfil their project.

Replacement Product
In instances where a cust...