Customer Experience Executive

• Handle inbound and outbound customer phone calls across all brands
• Respond to customer enquiries via phone, email, live chat, helpdesk systems, and social media channels
• Provide aftercare support for live commerce customers following broadcasts and live-stream shopping events
• Handle post-event enquiries, cancellations, returns, and delivery questions
• Respond to enquiries regarding product details, availability, delivery timelines, and promotions
• Assist customers with orders, accounts, products, deliveries, and promotions across all brands
• Explain processes, timelines, and product information across precious metals, collectibles, personalised gifts, and apparel
• Investigate and resolve concerns relating to orders, account access, payments, delivery queries, returns, and refunds
• Process cancellations, returns, and refund requests in line with brand policies
• Work with internal teams to resolve operational or fulfilment-related issues
• Provide clear and timely updates throughout issue resolution
• Support customers engaging with precious metals savings programmes, investment accounts, and subscription services
• Log and track customer conversations and resolutions in Gorgias and other support systems
• Maintain accurate records of interactions, call notes, and issue resolutions
• Follow brand-specific processes and service guidelines
• Escalate complex or unusual cases to senior team members
• Identify recurring questions, issues, and friction points
• Share insights with the Customer Experience Manager and wider marketing and e-commerce teams
• Support refinement of customer support workflows for live commerce and phone-based support

Requirements

• Previous experience in customer support or customer service roles, ideally covering both phone and written-channel communication
• Excellent spoken English – clear, confident, and professional when speaking with customers by phone
• Excellent written English – clear, accurate, and professional across email, chat, and messaging channels
• Comfortable handling a high volume of customer enquiries across multiple channels simultaneously, including spikes following campaigns or live commerce events
• Strong listening skills and the ability to explain processes clearly to a wide range of customers
• Strong attention to detail and accuracy when handling orders, returns, and account queries
• Ability to remain calm, professional, and solution-focused when managing customer issues
• Strong organisational skills and the ability to manage workload independently in a remote environment
• Experience using customer support platforms or helpdesk systems
• Experience using VoIP or online calling platforms for customer communication
• Experience using live chat support alongside email-based customer service
• Comfortable using standard productivity tools such as Microsoft 365 or Google Workspace
• Reliable availability aligned primarily with UK business hours, with flexibility to adjust where required based on customer demand, call volumes, or live commerce campaign activity
• Customer-first mindset with confidence communicating directly across phone, email, chat, and social channels
• Ability to follow established processes and documentation while maintaining consistently high service standards across brands
• Strong attention to detail and ability to manage repetitive operational tasks accurately
• Desirable: experience working in financial services, investment, or precious metals-related businesses
• Desirable: experience with helpdesk platforms such as Gorgias or similar systems
• Desirable: experience supporting customers who purchased through live commerce, social commerce, or influencer campaigns
• Desirable: familiarity with Shopify or order management systems
• Desirable: familiarity with ERP systems such as NetSuite
• Desirable: experience supporting international customers across multiple markets (UK, US, Canada, Australia)
• Desirable: experience working in a remote customer support team

Core Competencies

Demonstrates expertise in customer support across multiple channels, including phone, email, and live chat, while maintaining high service standards and attention to detail. Proficient in using customer support platforms and managing customer inquiries effectively in a fast-paced environment.

Highest-signal resume keywords

• Customer Support Experience
• Excellent Spoken English
• Experience Using Helpdesk Systems
• Strong Attention to Detail
• Customer-First Mindset

ATS Optimization Keywords

Hard Skills

• Customer Support
• Order Management
• Returns Processing
• Issue Resolution
• Live Chat Support
• Email Communication
• VoIP Communication
• Helpdesk Systems
• Precious Metals Knowledge
• Operational Task Management

Soft Skills

• Strong Listening Skills
• Organizational Skills
• Calm Under Pressure
• Solution-Focused Approach
• Clear Communication

Industry Keywords

• Financial Services
• Investment
• Precious Metals
• Customer Experience
• E-Commerce
• Remote Customer Support

Tools & Technologies

• Gorgias
• Microsoft 365
• Google Workspace
• VoIP Platforms
• Shopify
• ERP Systems
• Live Commerce Platforms