Customer Experience Representative

Customer Experience Representative – £28,000 - £32,000 (depending on experience) – London, W12 (Hybrid)

The Role

Do you enjoy helping people and solving problems with a calm and confident approach? Are you technically minded with experience in delivering great customer service? If so, Sunlighten would love to hear from you.

In this role, you’ll be the first point of contact for customers seeking help, advice, or updates. Whether it’s answering queries, troubleshooting technical issues, or handling orders, you’ll be delivering exceptional service that reflects our commitment to quality and wellbeing.

You’ll work closely with our supportive team in a hybrid set-up, with regular project-based tasks to keep your role varied and engaging. This is more than just a job – it’s a chance to build a long-term career in a growing global company that genuinely cares about its people.

If you're ready to take the next step in your customer service career, apply now and become part of a company that’s energising lives around the world.

Key Responsibilities:

• Respond to customer enquiries via phone, email, and chat in a timely, professional manner
• Assist with technical troubleshooting and strive for first-contact resolution
• Use CRM tools to manage cases, process returns, and maintain accurate records
• Keep customers updated on orders, deliveries, and product details
• Handle project-based tasks to support continuous improvement
• Provide constructive feedback to the Customer Care Manager when required
• Proactively encourage customer reviews to enhance brand trust
• Occasionally upsell accessories or replacement parts where appropriate

The Company:

Sunlighten® is the global leader of personalised infrared light therapy. We're committed to energising and empowering customers through our patented infrared technology that can help improve your quality of life. And we're building a global community of businesses, consumers, and trusted experts to support you every step of the way.

The Person

We’re looking for someone who:

• Has at least 2 years’ experience in a customer-facing or sales role
• Communicates clearly and confidently, both verbally and in writing
• Is calm, empathetic, and highly organised
• Can think critically and troubleshoot technical issues (especially with Android systems)
• Enjoys helping others and thrives on problem-solving
• Is comfortable using WhatsApp to assist with product guidance
• Has an interest in health, wellness, or science (desirable)
• Bilingual (French, Spanish, German speaking)
• Qualifications in science-based studies