Customer Engagement Representative

At Loyal to Cumbria our Customer Engagement Representative plays a vital role in creating meaningful connections between our brand and our customers. As a key point of contact you will ensure every interaction is engaging thoughtful and aligned with our commitment to community and quality. Working remotely you will actively support customers throughout their journeybuilding relationships encouraging engagement and delivering positive memorable experiences.

What Youll Do

Customer Engagement & Interaction

• Engage with customers across email chat and phone in a friendly and professional manner
• Build rapport by delivering personalized and attentive communication
• Encourage ongoing engagement through positive and consistent interactions

Support & Issue Resolution

• Respond to customer inquiries concerns and requests efficiently
• Take ownership of issues from initial contact through to resolution
• Escalate complex matters when needed while maintaining high service standards

Experience Enhancement

• Identify opportunities to improve customer engagement and satisfaction
• Share feedback and insights to enhance engagement strategies and processes
• Maintain accurate records of all interactions within internal systems

Order & Service Support

• Assist customers with orders updates returns and exchanges
• Ensure all requests are handled accurately and in a timely manner
• Coordinate with internal teams to ensure smooth service delivery

Team Collaboration

• Collaborate with cross-functional teams to improve customer engagement efforts
• Contribute ideas to strengthen customer relationships and retention
• Support a positive collaborative remote team culture

About You

• Experience in a customer-facing role such as support service or engagement (1 year preferred)
• Strong communication and interpersonal skills
• Customer-focused mindset with a passion for building relationships
• Ability to work independently and manage priorities remotely
• Detail-oriented with strong organizational skills
• Familiar with CRM systems helpdesk tools and digital platforms
• Reliable internet connection and a distraction-free workspace

What We Offer

• Flexible remote-first working environment
• Opportunity to contribute to a brand focused on community and authenticity
• Career growth and development opportunities
• Supportive and collaborative team culture
• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is committed to fostering a diverse and inclusive workplace where everyone is valued respected and empowered to contribute.