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Customer Experience Specialist

Company Overview

Here at Internet Fusion we are a global online retailer providing market from premium British fashion and outdoor lifestyle to equestrian, with hundreds of brands and a growing list of websites.

Our business is always moving forward and to give you an idea of just how quickly in the last two years alone our websites went International and we acquired three new websites, two bricks and mortar stores and three more warehouses.

However, one thing that will never change is our ethos. Here at Internet Fusion we’re proud to call our employees and colleagues our family. We recognise that by investing in our employee’s futures, providing opportunities for them to further themselves and nurturing a happy working environment we are investing in the future of the business.

As a valued member of the Customer Experience Team you will assist in the smooth running of the department.


This is the chance to come on board and be part of Internet Fusion’s Customer Experience Team. The aim of which is to be 100% focused on the journey we take our customers on and strive to give the best possible experience. Our Customer Experience Team is made of strong, independent, passionate and focused individuals who love nothing more than helping pick out the perfect product or resolving any customer problem. We operate 7 days a week, so we're looking for flexible candidates who are able to work rotating weekends. Are you ready for the challenge?

The Role

  • To provide a best in class customer experience on all customer related queries. From delivery hiccups, product insight to website navigation.
  • To understand that all incoming calls, emails and live chats are an opportunity to engage with our customers and work with them to deliver the best possible experience.
  • Coordinate with the team leader and different departments to maintain an awesome customer experience by recognising when something has gone wrong and strive to put it right.
  • Investigate, resolve and accurately record the customer experience whilst having the bigger picture at the front of your mind to help inform your decisions.
  • Represent our strong customer beliefs to organisations all over the world to ensure that if something has gone wrong, it is handled with as little customer impact as possible.

Qualifications and Skills

  • You have the passion for customers and making sure they have a memorable experience.
  • You have crystal clear communication skills.
  • You have the initiative to solve problems by yourself, but are not afraid to collaborate when needed.
  • You have the foresight to put yourself in the customer's place and ask what would you want to happen if you were in this position.
  • You have some previous experience in a customer facing role.
  • You thrive on a busy, challenging but exciting atmosphere.
  • You love the Fusion lifestyle. You’re in the water, ascending peaks, on horseback, on the slopes or riding concrete.
  • You have a second language (desirable, but not essential).

Benefits and Perks

Joining the Fusion family means embracing what we stand for - from protecting our playgrounds, oceans, mountains and skate parks, to helping the community we live in.

Other benefits include: great staff discount, a pension scheme, staff parties and we are adding more as we grow.

How to Apply

Please apply with a CV and covering letter, previous applicants need not apply. The closing date for this role is 25th September 2018.

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