Job Description

Omlet, a designer and online retailer of world-famous pet products, is looking for an enthusiastic, friendly and talented Customer Experience Advisor.

Visit our website here: www.omlet.co.uk

Omlet provides support for our UK customers from Monday - Friday 9am - 5.30pm 40hrs per week. Please only get in touch if you really enjoy providing a fantastic customer experience.

A Little About Omlet

We're Omlet. Since 2004, we've set out to rethink every aspect of keeping and caring for animals.

Product Designers first, we ask so we can invent. From why house cats can't climb trees to why shouldn't chickens listen to music whilst laying an egg? Our curiosity creates understanding, helping us bring people and pets closer than ever before.

Our people are The Curious Collective. Every day we question and every day we collaborate to find the most meaningful answers. It's through this persistence that we create remarkable, ingenious products and experiences for our customers.

A global e-commerce business with a singular focus on D2C, we are hugely ambitious and motivated in building the number 1 premium brand in pets.

More about the role:

Your proactive approach will involve leading communication with customers, anticipating their needs, and providing solutions before queries arise. Recognise potential upsell or cross-sell opportunities, contributing to the growth and success of our products. Thoroughly understand our product range, including features, benefits and specifications to assist customers with product selection, offer recommendations, and provide technical information. Process enquiries and orders promptly and accurately in line with GDPR. Liaise with courier companies to ensure deliveries to customers are seamlessly executed, reflecting our commitment to efficiency and reliability. Escalate complex issues and conveying valuable customer feedback to the CX Team Leader, contributing to continuous improvement.

Successful candidate requirements:

Essential Requirements

Excellent communication skills, both written and verbal. Tech-savvy and keen to learn the ins and outs of our products to support customers effectively. Strong problem-solving abilities with a customer-first mindset. Ability to stay calm under pressure and handle challenging situations professionally. Organised and detail-oriented with good time management. Confident using computers and systems to manage customer queries. A team player with a positive and proactive attitude. An attention to detail person, curious thinker and good listener. Must love animals. We are passionate about creating great products for our pets so this is a must!

Desirable Requirements

Previous experience in a customer service role, ideally within a fast-paced call centre environment. An interest in our industry and products, with a willingness to deepen product knowledge. Experience using CRM systems or ticketing software.
So we can support our customers during varying busy periods, flexibility with hours is ideal.

Job Type: Full-time

Pay: 26,000.00-27,000.00 per year

Benefits:

Casual dress Company events Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Life insurance On-site parking Paid volunteer time Referral programme Work from home
Ability to commute/relocate:

Banbury, OX16 5HX: reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer Support: 3 years (required) Call centre: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Banbury, OX16 5HX