customer relations Remote
Job description
We are looking for a temporary Customer Support Representative to help deliver outstanding remote customer support throughout the summer, with the potential of a more permanent position for the right candidate.
Regular hours expected to be 3 hours per day, to be extended on key significant dates and on an ad-hoc basis.
About Wildkind
Wildkind is primarily an events business with two market leading event properties; Camp Wildfire and Camp Kindling. Since being founded in 2015 we have been growing at 100% year on year. Over the next 10 years we aim to take our unique events worldwide to inspire, challenge and entertain over 1 million customers.
An incredible community has grown around our events and is now the centre-point of everything we do. As well as investing in the growth of our events we are looking to expand our retail and media business lines to provide more value to this group.
Our mission
To spark curiosity, encourage endeavour and create joy.
Our culture
We have a supportive, growth focussed working culture and will invest in education and experimentation to push the boundaries of your abilities and our shared achievements. We champion diverse skill sets, perspectives and discussion; everyone is encouraged to be themselves and input into the organisation and work at all levels. We care deeply about our work having a positive impact on our customers, colleagues, communities and the environment. We promote creativity and adventure in everything we do.
Key Information
Salary: £10.95-£11.95 per hour
Social: Monthly adventures/parties with your team
Annual Leave: 30 days pro rata (inclusive of public holidays)
Location: Remote or Hybrid (London office)
Hours: Temporary Part-time 3 hours per day, with extended hours on the following dates and more on an ad hoc basis.
Monday 3rd July 2023- 9am-4pm (7 hours)
Wednesday 26th July- 5pm-9pm (4 hours)
Wednesday 2nd August- 5pm-9pm (4 hours)
Wednesday 9th August- 5pm-9pm (4 hours)
Friday 18th August, Saturday 19th August, Sunday 20th August, Monday 21st August- 9am-4pm (28 hours)
Friday 25th August, Saturday 26th August, Sunday 27th August, Monday 28th August- 9am-4pm (28 hours)
Friday 1st September, Saturday 2nd September, Sunday 3rd September, Monday 4th September- 9am-4pm (28 hours)
Start Date: ASAP until mid-October
Application Deadline: Midnight on Monday 26th June
Your mission
To provide exceptional customer support for our community. Utilising email, social media, or support ticketing system, our order management system and potentially in the future our phone lines.
Objectives
Respond to customer queries across email, social channels, live chat and phone.
- Maintain Customer Satisfaction (CSAT) score of >4.7/5
- Ensure all customers receive a first response to all queries within 1 business day.
- Reduce customer complaints by 10% within the first quarter
Your responsibilities
- To be the first point of contact for our community
- To respond to queries, complaints and issues in a timely and professional manner using positive language.
- Analyse customer issues and quickly find the most appropriate solution
- Other tasks relating to the project objectives as can be reasonably expected
Your experience
- As an entry level role, there are no qualification requirements.
- Well organised, ambitious individual eager to learn, progress and develop new skills
- Enthusiastic and passionate character
- Attention to detail
- Problem solving skills, a proactive approach and a can-do attitude
Application process
This role is currently a temporary position, but it could become permanent for the right person, who is keen to learn and grow with us. If you think you could achieve the objectives set out in this role and would enjoy the work we do we encourage you to apply regardless of your background. We treat all employees and applicants fairly and equally regardless of their gender, sexual orientation, marital status, race, nationality, religion, age or disability status. We will request references from your past employers to support anything you tell us in this application or any interviews before offering you a position. We will require evidence of your right to work in the UK before conducting interviews.
