Customer Support Executive Chelmsford, England
Job description
About Hutch
Hutch is solving the scaling problem faced by growing D2C eCommerce brands.
By providing our brands with outsourced logistics for their fulfilment needs and a platform of post-purchase tools to drive a great customer experience, we simplify & elevate the post-purchase experience for our brands and their customers.
The Role
Working as a Customer Service Representative in our offices alongside our warehouse team, you’ll answer calls and live chat queries from the brands we work with, playing a key role within the business. This role is about having the right conversations to fully understand our customers' needs. It’s all about taking personal ownership for each customer interaction, understanding their unique situations and reacting with speed, efficiency, professionalism and knowledge to maintain our reputation and drive help our customers be successful
Requirements
- Extensive experience in maintaining positive business relationships and customer support/account management
- Proven ability to identify service development areas
- Be a confident and trusted advisor, establishing great rapport and credibility with clients
- Advanced IT skills, particularly Microsoft Excel
- Ability to adapt and be aware of individual client brands and specific needs
- Must demonstrate enthusiasm for eCommerce businesses
- Be able to work in a small, forward-thinking, entrepreneurial environment
Responsibilities
- Be the dedicated point of contact for over 50 accounts
- Offer on-hand assistance via our Live Chat
- Set up and onboard new e-commerce brands
- Present demos on the Hutch platform
- Carry out regular client check-ins via email, phone and video calls
- Perform client health checks and deliver insights and feedback to the management team
- Drive improvements via performance analysis
- Occasional travel to meet face-to-face with your clients.
- Provide essential technical support.
- Deepen your understanding of the customer requirements and the industries they operate in
Job Types: Full-time, Permanent
Salary: From £21,000.00 per year
Benefits:
- Company pension
- Flexitime
- On-site parking
- Sick pay
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
Ability to commute/relocate:
- Chelmsford: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: One location
