Customer Support Hero Remote
Job description
We have 1 x full time 5.30pm-1.30am position but we will also consider strong applicants looking for Term Time only or part time (inc weekends)
Purpose of Department
Customer delight is our mission and we are obsessed with making sure every customer at every touchpoint receives a service that is beyond expectations. Things can go wrong though and that’s where we step in! We have great technology to help our customers manage their orders and stay updated on delivery but there’s no substitute for a real human being if there’s a problem to sort out.
Lots of companies undervalue the role that customer support plays in their business – not us! We know the value that delivering the extra mile on the front line brings and we treat our team like the superstars they are!
We have some ambitious growth plans and we need some exceptional people to help take us to the next level and keep our customers shining bright!
About you
You’ve been working in a customer support role for at least a year, and you are as passionate as we are about making customers smile, but you wish you had more autonomy to really go the extra mile. You have fantastic empathy and understanding for customers needs and a friendly, honest communication style that makes customers instantly warm to you.
You’ve got fantastic written and verbal skills and a cheerful positive attitude and so much talent to bring to the table. You don’t want to be just another number, or a bum on a seat – you want to excel and work with a company who truly values your hard work You’re the type of person who brings it with bells on when things get busy – you are cool as a cucumber under pressure and you’re a real team player.
You’re competent on all the basics like excel and word and you’ve got some experience of using a CRM system such as Freshdesk, Zendesk or Gorgias. You’re inquisitive and capable of finding the root cause of customers issues and you don’t let it go until its solved. You’re a real ray of sunshine and you can communicate impressively across any channel including email, telephone and live chat and you love a busy day where you really feel like you’ve achieved something good at the end.
What you’ll actually be doing day to day
· You’ll be responding to customer queries and solving problems on our fantastic CRM system, logging the contacts and keeping customers up to date with a proactive positive attitude
· You’ll log any product defects / warranty claims and arrange returns and replacement items
· You’ll help customers with their orders and you’ll become an expert in our products recommending the right product to meet our customers needs
· There’s also some proactive contacts to make, updating customers on their returns and exchanges, refunds and any delivery delays
· You’ll respond to product reviews and Trustpilot reviews along with the questions and queries
Your environment:
You will be based at home for this role so you can ditch the commute, work in the garden, sit around in your onesie – whatever makes you feel good (just make sure you’re camera ready for those zoom meetings!)
We believe in a work life balance that allows you to work to live, not live to work so there will be plenty of downtime during our off peak season where we will regroup, evaluate our performance, get some training in and some team building.
Peak season is between October and January and its busy! You’ll need to have your Weetabix and a mug of coffee and be ready go 200MPH when it hits – there’ll be plenty of incentives and lots of support when the time comes – we all get involved to make sure the team is well supported.
We will of course provide full training and you’ll be fully supported until you’re ready to take off those training wheels!
Salary is competitive and you will have a generous holiday allowance as well as company pension after your probation period.
Full time hours are 8.30am-5.30pm Monday-Friday UK time
We also have a position to cover our US customers which is 5.30pm-1.30am UK time
Essentials before applying
We are looking for some amazing personalities – attitude and customer focus are the most important but we do need to specify a few things for these roles:
· Minimum 12 months experience in an online business to customer support environment
· Excellent written and verbal communication skills
· Computer literate – word, excel, outlook and experience with CRM systems
· Good numeracy skills – we aren’t worried about trigonometry but you must be competent with basic maths
Job Type: Full-time
Salary: £23,000.00-£25,000.00 per year
Benefits:
- Company pension
- Employee discount
- Gym membership
- Work from home
Schedule:
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Supplemental pay types:
- Bonus scheme
Experience:
- customer service: 1 year (required)
Work Location: Remote
Application deadline: 31/05/2023
Reference ID: PVUS01
