Customer Experience Representative

At Loyal to Cumbria our Customer Experience Representative plays a key role in shaping how customers perceive and connect with our brand. As a trusted point of contact you will ensure every interaction is seamless thoughtful and aligned with our commitment to community and quality. Working remotely you will guide customers through their journey resolve concerns and create meaningful positive experiences that build long-term loyalty.

What Youll Do

Customer Engagement & Support

• Respond to customer inquiries via email chat and phone with professionalism and empathy
• Provide clear guidance on products services and general inquiries
• Deliver a consistent friendly and personalized customer experience

Problem Solving & Case Management

• Resolve customer issues complaints and requests efficiently
• Take ownership of cases from initial contact through to resolution
• Escalate complex issues when necessary while maintaining service excellence

Experience Enhancement

• Identify trends in customer feedback and suggest improvements
• Share insights to enhance overall customer journey and satisfaction
• Maintain accurate records of interactions within internal systems

Order & Service Assistance

• Assist customers with orders returns exchanges and service-related queries
• 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 processes and service quality
• Contribute ideas to enhance customer satisfaction and retention
• Support a positive and engaged remote team environment

About You

• Experience in a customer-facing role (1 year preferred)
• Strong communication and interpersonal skills
• Customer-first mindset with a passion for delivering great experiences
• Ability to work independently and manage tasks remotely
• Highly organized with strong attention to detail
• Familiarity 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 development and growth opportunities
• Supportive and collaborative team culture
• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is committed to building a diverse and inclusive workplace where all individuals feel valued and respected. We believe different perspectives strengthen our team and drive meaningful impact.