Customer Experience Advisor

Title: Customer Experience Advisor
Location: Hybrid role - London and Remote
Department: Customer Experience
Reports To: Customer Experience Manager

About Us

Nothing is clearer to us than the belief that every woman should include strength training in her life to enhance both physical and mental well-being. It's about building strong bodies and even stronger minds, asserting their right to take up space in the gym, and allowing the spotlight to shine bright on their progress.

To us, strength training represents a determined, goal-oriented mindset and an unwavering work ethic. We don't wait for success; we create it through hard work and determination. When faced with challenges, we don't back down; instead, we break through barriers, recognising that true progress lies on the other side.

These are the pillars that form the foundation of Oner Active. We consistently challenge ourselves to create innovative and impactful products, so that you can perform better. With our range of products and innovative approach, we provide a wide variety of colours to ensure that all skin tones genuinely radiate in Oner.

Our Purpose and Mission

We are on a mission to unite and empower women to be the strongest version of themselves through strength training. We want to inspire women to take centre stage in the gym by promoting strength training, which underpins all movement and sport, as a healthy foundation in life.  

About You

We are seeking a motivated, customer-focused individual to join our team as a Customer Experience Advisor. You will provide exceptional support to our customers, addressing a wide range of inquiries from both our London head office and remotely. You will act as a key player in delivering a seamless and positive customer journey, driving high levels of satisfaction and resolution across all touch points.

As a Customer Experience Advisor, you'll be responsible for managing customer inquiries through multiple channels, including Zendesk and social media platforms, ensuring fast, personalised responses and an outstanding service experience. You will also be instrumental in actioning our refund and returns process, improving response times, and supporting the overall customer experience (CX) strategy.

Additionally, you’ll support the Community Management (CM) team as needed, fostering engagement within our online community and enhancing brand loyalty. This is the perfect role for someone who thrives in a dynamic, fast-paced environment, is passionate about customer service, and is eager to contribute to a collaborative team culture.

You'll be responsible for:

• Acting as the first point of contact for customers and community members, promptly addressing queries and concerns via Zendesk, social media, and other communication channels.
• Providing accurate, empathetic, and detailed responses to customers, maintaining a high standard of communication across all platforms.
• Facilitating a smooth and efficient return and refund process for customers, ensuring that all policies are clearly communicated and any challenges are addressed promptly.
• Recognising when issues require escalation and take ownership of resolving complex inquiries, collaborating with internal teams to find effective solutions.
• Identifying and proposing new opportunities to enhance the overall customer experience, from refining processes to developing new strategies that improve satisfaction, retention, and engagement.
• Assisting with Community Management efforts, helping to build and nurture online customer relationships, contribute to social media engagement, and promote positive brand sentiment.

You'll need to have:

• At least 2 years of experience in a customer service or support role, ideally in a corporate environment. Experience in luxury goods, sportswear, or a similar industry is a strong advantage.
• A deep understanding of the customer journey, from first touch to post-purchase, with a particular focus on returns and refunds. You know how to turn challenges into positive experiences and drive customer loyalty.
• Solid experience using Zendesk or a similar helpdesk platform to manage customer interactions efficiently and effectively.
• Excellent written and verbal communication skills, with the ability to tailor your responses to the tone and needs of different customer demographics.
• A proactive and solution-oriented approach, with the ability to work independently and as part of a team to solve customer issues and improve processes.

Nice to have's:

• Prior experience working in a startup is preferable

• Work from anywhere for up to 4 weeks a year
• 25 days annual leave + 8 bank holidays
• 5% employer match salary sacrifice pension scheme
• Generous Oner Active discount for clothing
• Regular Oner Active sample sales in the office
• Free Evolve You subscription
• Healthy office snacks and fruit (plus a chocolate cupboard when you need a sweet treat in the afternoon)
• Healthcare scheme
• Monthly contribution towards your wellbeing
• Gym membership contribution
• Start-up culture: the chance to make a real impact, to learn a lot and to work in a fast-paced environment.
• Monthly team workout classes
• Lots of employee events like our Summer party, Christmas party and team away days
• Dog friendly office!