Casual Customer Service Executive

A casual Customer Service Executive role supporting supporters shopping with Arsenal Direct, primarily remote, focusing on delivering excellent customer service via email, resolving queries, and improving supporter experience.

Location: Remote (UK)

Responsibilities

• Deliver exceptional supporter service by responding to email queries professionally and supportively.
• Resolve supporter queries related to order tracking, lost parcels, refunds, exchanges, payment issues, member discounts, and Stadium Tour inquiries.
• Collaborate with call centre, warehouse teams, couriers, and external partners to provide seamless resolutions.
• Support personalized experiences by managing personalization requests and special supporter inquiries with care.
• Track team performance by maintaining shared documents and trackers.
• Thrive in busy trading periods, maintaining accuracy and a positive attitude during seasonal peaks.

Requirements

• Excellent written communication skills with the ability to provide clear, professional, and empathetic responses.
• A passion for customer service and creating positive supporter experiences.
• Ability to work accurately and remain organized in a busy environment.
• Advanced Microsoft Office skills (Outlook, Word, Excel, Teams).
• Confidence in using multiple systems and adapting to new platforms.
• Collaborative approach to working with colleagues and external stakeholders.
• Flexibility to support during key trading periods and work variable hours.
• Proactive mindset for continuous process improvement.