Customer Service Executive London, England
Job description
Customer Service Executive
Location - West London
Salary - Competitive salary (depending on experience)
Working Hours - Weekday Mon-Fri, Weekend positions available
WELCOME TO FWIP
fwip, the worlds smallest gelateria, is one of the UKs most exciting food technology
companies. Creators of the Portobello machine and winners of a whopping 32 coveted Gold
Stars from the Great Taste Awards, already in over 1,000 locations across the UK and
Germany and were investing heavily in our growth.
Most companies laud their secret recipes, fancy innovations, or even luck as the reason
behind their success. At fwip, while we eat too much ice cream (fact), have some pretty
funky innovations, and believe that the harder we work, the more luck we seem to have, the
secret sauce that has us going strong is our people - and that includes our visionary VC
investors that have our back!
THE MISSION
As a member of the Customer Success team, you will be vital in delivering sterling aftercare
and ongoing support of the existing client base. You will have an exceptional telephone
manner, provide out of this world customer care to our existing fwip club members - and can
charm the back legs off a donkey!
Youll build strong relationships with our existing customer base & understand their fwip
needs - so you can provide effective solutions to any issues raised and form strong metrics
of customer satisfaction.
Duties will include:
Account Management
- Provide exceptional B2B and B2C Customer Service and ensuring products are
- Hit individual and team targets of one call resolution, resolved-query time frames,
- Sending all Club Members updated marketing material and ensuring it is shared
- Forecast and track customer account metrics
- Inform customers about new features and functionalities - as we constantly keep
- Daily checking of the internal portal to see which machines are online &
and calling customer locations where machines are offline to understand if there
are any issues
- Identify opportunities to grow business with existing fwip Club Members
- Being a first point of contact for customer calls & enquiries - the noble work of
- First tier troubleshooting for technical queries and issues that may arise and
- Keeping the Sales and Operations teams up-to-date and informing them
any concerns faster than Speedy Gonzalez could create that wow-factor with the
customer!
- Updating our CRM (Odoo) at all times by inputting data, allocating & logging tickets
customer, as well as any external or internal communications relating to accounts.
- Using and updating a range of other systems such as Aircall & G-Suite (particularly
- Ensure customers receive requested products and services within SLA
- Handle administrative requests and queries from management
- Liaise with the Operations & Logistics department to ensure timely deliveries of
- Gather customer feedback and present findings to the Sales and Marketing teams
- Dealing with and responding to a high volumes of phone calls and emails
KEY PERFORMANCE INDICATORS
- Ability to hit KPIs such as outbound call volumes, % of issues resolved over the
- Machine metrics such as online versus offline
- Promoting and obtaining sign ups to various marketing campaigns
OUR IDEAL CANDIDATE REQUIREMENTS
We know telephone and business development work isnt right for everyone so were looking
for someone who is happy picking up the phone, works fast, multi-tasks easily with supreme
organisational skills and a mouth that runs as fast as your fingers on a keyboard! Youll have
no fear of talking to people on the phone and be tenacious in seeking out new business and
leads. Above all, youll have personality: whether youre as charming as Matthew McConaughey, funnier than Ellen or more smooth than Luther Vandross, you have the X factor that makes anyone get off their chair and want to go skydiving with you. Either way, you can charm dogs off of a meat truck. Maybe even convince them to go Vegan!
SKILLS:
- Strong personal organisation with a high level of attention to detail
- Use of Customer Relationship Management (CRM) software
- Use of G-Suite (Gmail Professional), Social media, Virtual telephony systems
- Excellent English (written & verbal) or any other language skills is a bonus!
- Excellent negotiating, problem solving and influencing skills
- Understanding of customer satisfaction metrics
EXPERIENCE:
- Ideally 2 years experience within a similar position focusing on Customer Success or
- Be results & target driven with the ability to plan and execute against deadlines
- Experience of working in a start-up/high growth environment
- Customer focused first, we believe in making partners out of our customers and that
- Excellent communication skills to cultivate strong relationships with customers, from
- Resilient, optimistic and open to a changing dynamic and a fast-moving environment
- Self motivated and able to work well under pressure, like a Cirque du Soleil acrobat,
We believe that true happiness in work comes from being deeply engaged in solving a
problem with talented people you know are also deeply engaged in solving it, and from
knowing that the customer loves the product and service we all have worked so hard to
make. And with more problems than Jay-Z (he only had 99), the ghostwriter of this post (as
proof of talent) and a product that brings nothing but happiness and pleasure (ice cream), we
have a bundle of reasons to be excited every day.
BENEFITS
An opportunity for a claim to fame - to proudly share that you were a key member of the
team who created the fwip legacy and grew a VC/PE backed company from startup to global
player (Move over Magnum Ice Cream). Competitive pay and all you can eat gelato, ice
cream and frozen yogurt while youre taking ownership, building a business and creating
work that matters.
APPLICATION
- Please do not submit a cover letter because every time a fake cover letter is written, a
showcase your skills as a Business Development specialist than to pen us a letter.
