Customer Support Assistant Remote
Job description
Customer Support Assistant
UK Remote
About us
We are a rapid-growth start-up disrupting the childhood space through our award-winning brand Kendamil – the only baby milk made in Britain, proudly used by the British Royal Family and uniquely crafted locally using British whole milk, without the nasties.
Our company, Kendal Nutricare, is a 180+ person team passionate about giving children a better start to life. We’re proud to be a Queens’ Award winning business and to be ranked by the Financial Times as one of Europe’s 1000 Fastest Growing Companies in 2020. We’re on an exciting path – join us!
The role
We’re seeking a UK-based Customer Support Assistant to work closely alongside our Head of Customer Success and our growing customer support team to represent our brand with prospective and existing customers. The role will encompass helping parents learn more about our products and resolving their issues with the goal of driving advocacy, education and support.
This customer-facing role will involve working closely with our UK-based Head of Customer Service to oversee and coordinate our remote customer service team in interacting with our real parents across the UK and our 40 markets internationally, resolving customer queries, processing / amending orders and liaising with our teams across eCommerce, marketing and sales to ensure we are providing the service our Mums and Dads deserve.
You will report directly to the Head of Customer Service and will be supported by an experienced remote customer support team, as well as our broader marketing team. This is a varied role and just right for someone looking for a new challenge — no two days are the same!
This is a full-time position, working 37.5 hours per week, Monday – Friday.
What you’ll be doing:
· Supporting our Head of Customer Service in their day-to-day management and oversight of our remote Customer Service team
· Montioring the quality of our customer interactions, sharing feedback and guidance for our remote team to help them receive better feedback and resolve tickets quicker
· Building reports and dashboards with our easy-to-use customer service platform that help us monitor team performance and identify particular topics of concern for parents
· Help resolve high-level customer escalations via telephone, email, and social media
· Work alongside our senior customer support team tasks including Returns/Damaged Processing, Tracking negative reviews, or churned customers, Resolving courier queries, claims, and refunds, Helping with eCommerce dispatch
· Reviewing and drafting macros to ensure they are updated and developed over time
· Managing our CS software (Gorgias, TrustPilot, Asana) to track updates and tickets
· Liaising with the marketing and growth teams to share customer stories, issues, and insights
· Suggesting product and/or service alterations to senior management based on feedback
· Any other reasonable duty that assists in the effective running of the customer experience
What you’ll need:
· 3+ years’ experience in a customer support or a customer-facing administration role
· Strong technical aptitude and ability to work with remote and on-site direct reports
· Familiarity with social media platforms for customer support (Instagram, Facebook, Twitter)
· Experience with CRM and Helpdesks (i.e. Gorgias, Kustomer, Zendesk, Freshdesk)
· Strong interpersonal skills, ability to listen and communicate clearly and politely
· Exceptional organisational skills
· Ability to use own initiative
· Comfort working in a high-pressure, fast-paced environment
· Flexibility towards hours and be able to cover holidays and sickness
· Fluent English speaker, UK based
What you’ll get from us:
The opportunity to work for the fastest growing infant milk brand in Europe, alongside a young talented team dedicated to serving thousands of passionate customers.
We offer to all our employees:
· 20 days holiday (plus bank holiday entitlement where worked) with additional holidays granted each year for the first 5 years of employment
· A pension scheme
· Employee Assistance Programme
· Life Assurance at 2 x basic salary
· WeWork All Access pass (location dependent)
Job Types: Full-time, Permanent
Salary: £22,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
Schedule:
- Day shift
- Monday to Friday
- Overtime
Education:
- GCSE or equivalent (required)
Experience:
- customer service: 3 years (required)
- Help desk: 1 year (required)
Language:
- English (required)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Application deadline: 08/09/2023
Reference ID: Customer Support Assistant Kendal Nutricare
