Customer Experience Specialist - Online Flooring Retail - Birmingham

Date posted: March 25, 2026

Pay: £25,000.00-£35,000.00 per year

Job description:

Overview
We are seeking a dedicated Customer Experience Specialist to join our clients online flooring sales team. This role is vital in delivering exceptional customer service, guiding clients through their purchasing journey, and ensuring a seamless online shopping experience. The ideal candidate will possess excellent communication skills, be organised, and have a passion for helping customers find the perfect flooring solutions. Fluency in both English and Spanish is highly desirable to serve our diverse clientele effectively.

Duties

• Respond promptly and professionally to customer enquiries via phone, email, and live chat platforms.
• Assist customers in selecting suitable flooring products based on their needs and preferences.
• Conduct data entry accurately to record customer details, orders, and preferences within our CRM system.
• Provide detailed product information, including specifications, colours, and installation options.
• Upsell complementary products or services to maximise sales opportunities while maintaining a customer-first approach.
• Analyse customer feedback and purchasing patterns to identify trends and improve service delivery.
• Maintain organised records of customer interactions and transactions for future reference.
• Collaborate with the sales team to ensure customer satisfaction throughout the buying process.

Qualifications

• Proven experience in customer service or sales roles, preferably within an e-commerce environment.
• Strong data entry skills with high attention to detail.
• Bilingual proficiency in English and Spanish is highly advantageous.
• Excellent phone etiquette and communication skills, both verbal and written.
• Ability to analyse information effectively to provide tailored solutions for customers.
• Demonstrated ability to upsell products or services tactfully without compromising customer satisfaction.
• Organised with the ability to manage multiple enquiries efficiently under pressure.
• Knowledge of flooring products or interior design is a plus but not essential; training will be provided. This position offers an exciting opportunity to be part of a dynamic team committed to delivering outstanding online shopping experiences for our customers.

Work Location: In person at our clients offices in Bearwood, Birmingham.

Follow Apply Here Link to apply or call us on 01562 800071 to discuss.