Oner Active

Customer Support

• Serve as the first point of contact for customers and community members via Zendesk and social media platforms.
• Handle daily queries related to delivery, payments, and products and ensure a seamless refund process for returns.
• Deliver exceptional customer service across all communication platforms with prompt and personalised responses.
• Monitor and respond to customer feedback on social media and review platforms within agreed SLAs; support Community Management efforts as needed.
• Escalate complex or specialist enquiries to relevant teams and maintain up-to-date CRM records.
• Observe community channels, identify and escalate emerging issues quickly, and manage customer concerns during crises to protect the brand's reputation.
• Meet or exceed established performance and quality KPIs/targets and build strong relationships with internal teams to foster collaboration.
• Report into the Customer Experience Manager and support customer-facing events when travel is required.

Customer Experience Advisor