Trtl
Customer Experience Specialist
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Trtl - Customer Experience (CX) Specialist
Known for our innovative travel pillows and accessories, Trtl is synonymous with comfort, quality, and innovation. As we expand our product range and global presence, including in key markets like the US, Canada, Australia, and New Zealand, and emerging markets across the EU, Middle East, and Asia Pacific, we are seeking a dedicated individual to join our team.
Role profile
As Customer Experience Specialist, you’ll play a key role in ensuring efficient, high-quality service across our website, Amazon, TikTok Shop and social channels.
Reporting to the Customer Experience Lead, you’ll handle diverse customer interactions, from addressing product queries and tracking orders to managing returns and refunds. You’ll coordinate with warehouses to resolve urgent issues, monitor for counterfeit products, and address fraudulent activity. Your talent for delivering personalised and memorable service will be key to enhancing the customer journey.
When not resolving escalations directly, you will help to provide guidance and training to our team of offshore customer service agents, facilitating a consistently excellent level of service to our global customer base.
Additionally, you’ll collaborate with cross-functional teams, providing insights and contributing to projects that optimise our operations and elevate the overall customer experience.
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Key Responsibilities
As a Customer Experience Specialist, you will:
- Resolve customer issues, advise on product queries, track parcels and a multitude of other varied questions and requests.
- Communicate with warehouses where necessary to assist with customer requests that are time sensitive.
- Look out for and act against counterfeit and fraudulent products / posts.
- Generate replacement customer orders, arrange refunds, track orders, and process returns.
- Respond to customers in your own individual way to provide a memorable and personalised customer experience.
- Liaise with colleagues across all departments to resolve customer issues and ultimately enhance the customer experience.
- Feed back ideas for improved customer experience based on your experience within the role.
- Undertake mini-projects aimed at improving our ways of working and covering for other roles in the team when required.
About you
This is an ideal role for someone with customer service experience at the start of their career. This role offers the chance to build new skills and gain valuable experience in a dynamic, fast-growing business.
Requirements:
- Proven experience in customer service or customer experience roles, ideally within retail or e-commerce environments.
- Excellent communication skills, both written and verbal, with the ability to articulate complex information clearly and empathetically.
- Strong problem-solving skills, demonstrating patience, resilience and resourcefulness in addressing customer needs and challenges.
- Adept at multitasking and managing time efficiently in a fast-paced environment.
- Tech-savvy and quick to learn new systems, with a working knowledge of CRM systems or helpdesk tools a plus.
- Experience with platforms such as Shopify, Gorgias, TikTok Shop, and Amazon Seller Central (desirable).
- Curious and proactive in challenging existing processes and proposing improvements.
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Desirable:
- Experience with platforms and tools we use, including Shopify, Gorgias, TikTok Shop and Amazon Seller Central.
- A forever learner, dedicated to personal growth.
- Curious and passionate about all-things travel.
This is a fantastic opportunity to join a supportive and growing team with a genuine passion for travel.
No recruitment agencies, please - direct applicants only
Benefits:
- Hybrid working in our Glasgow office
- Company events
- Company pension
- Employee discount
- Life insurance
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