Customer Experience Associate

The Customer Experience Associate delivers exceptional service across in-store, online, and post-purchase interactions. The role focuses on resolving customer inquiries, enhancing satisfaction, and building loyalty through proactive support, clear communication, and a seamless customer experience.

Job Title: Customer Experience Associate
Organisation: Dwellings Group
Location: Dwellings Barbados All Locations
Reports To: Customer Experience Lead

Position Summary:
The Customer Experience Associate is a frontline ambassador of the Dwellings customer experience, ensuring every customer interaction is seamless, professional, and memorable. This role goes beyond simply handling inquiries—it requires proactive problem-solving, clear communication, and a passion for exceeding customer expectations. The Associate plays a critical role in strengthening customer loyalty and ensuring that service excellence is upheld across in-store, online, and post purchase interactions.

Key Responsibilities:

1. Deliver Exceptional Customer Support – Serve as the first point of contact for customer inquiries across multiple channels (phone, email, live chat, in-store).

2. Resolve Issues Proactively – Take ownership of customer service requests, complaints, returns, and exchanges, ensuring swift and satisfactory resolutions.

3. Assist in Order & Delivery Coordination – Work closely with sales and warehouse teams to address order concerns and ensure timely deliveries.

4. Enhance Customer Experience with Product Knowledge – Provide guidance on product selection, care, warranties, and company policies.

5. Support Post-Purchase Engagement – Conduct follow-ups on customer satisfaction, service experiences, and feedback collection.

6. Actively Contribute to Service Quality Monitoring – Report customer feedback trends and suggest improvements to processes.

7. Support Technology & CRM Utilization – Ensure accurate documentation of customer interactions, issues, and resolutions in the company’s CRM system.

Qualifications & Skills:

• 1+ year of customer service experience in retail, hospitality, or e-commerce.

• Strong interpersonal skills with friendly and professional demeanor.

• Excellent problem-solving and conflict-resolution abilities.

• Ability to work efficiently across multiple service channels.

• Familiarity with CRM and service platforms (Odoo).