Customer Experience Advisor

Role: Customer Experience AdvisorReports into: Customer Experience ManagerLocation: Remote, with requirement to work from the office 2 days a month/come in for meetings/townhall/training. UK based.Contract Type: Full Time, working 7.5 hours per day, 37.5 hours per week, 5 days per week, including alternate weekends. Flexibility to suit the needs of the business, especially around peak business periods is required. There may also be occasions where travel is needed to support customer-facing events.About UsNothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side.These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.Our Purpose and MissionWe are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.Our Benefits25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year5% employer match salary sacrifice pension schemeGenerous Oner Active discount plus regular office sample salesFree Evolve You subscriptionPrivate Healthcare with Vitality including optical and dental Monthly wellness allowance and team workout classesStart-up culture - the chance to learn and make a real impactGreat employee events like our Summer party, Christmas party and team away daysHealthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)Dog friendly officeAbout YouWe are seeking a dynamic and motivated Customer Experience Advisor to join our team. In this role, you will provide outstanding support to our customers, addressing social and customer experience queries from our London head office and remotely. You will play a key part in enhancing personalised responses on social media, improving response times for customer experience (CX), and ensuring a seamless refund process for returns. Additionally, you will support Community Management (CM/social media) efforts as needed, contributing to overall customer satisfaction and community engagement.As a Customer Experience Advisor, you will be the first point of contact for customers and community members, addressing their queries and concerns through Zendesk and social media platforms. Your responsibilities will include providing clear, accurate information, maintaining up-to-date CRM records, escalating complex issues when necessary, and identifying opportunities to enhance the overall community experience. This role is ideal for someone who thrives in a fast-paced, customer-focused environment and takes pride in delivering exceptional service.You'll be responsible for:Serve as the first point of contact for customer and community inquiriesHandle a variety of daily queries related to delivery, payments, and productsDeliver exceptional customer service across all communication platforms, ensuring prompt and personalised responsesEscalate complex or specialist enquiries to relevant teams for resolutionMeet or exceed established performance and quality KPIs/targetsMonitor and respond to customer feedback on social media and review platforms within agreed SLAsObserve community channels, identifying and escalating emerging issues quicklyManage customer concerns during crises to protect the brand's reputation and enhance the overall experienceBuild and maintain strong relationships with internal teams and external customers to foster collaboration and trustYou'll need to have:Proven experience in a customer-focused role, demonstrating a commitment to exceeding customer expectationsA proactive mindset with a "one-touch" approach to resolving customer issues efficiently and effectivelyExceptional organisational skills with the ability to manage a busy workload and adapt to shifting priorities in a fast-paced environmentExcellent teamwork and relationship-building abilitiesEnthusiastic, self-motivated, and capable of managing diverse tasks with a positive attitudeOutstanding written communication skills with a keen eye for detailProficiency in using Zendesk or a similar platform is preferredEquality, Diversity, and InclusionAt Oner Active it's about embracing diversity and empowering every individual to reach their full potential. We are committed to creating an environment where everyone feels valued, supported, and able to thrive.We welcome applications from all backgrounds and are dedicated to ensuring that everyone has equal access to opportunities during the recruitment process. If you require any reasonable adjustments or additional support, we encourage you to reach out to our Recruitment team — we're here to support you every step of the way.