Customer Support Representative Church Fenton, England
Job description
Who are we
Brass Monkey is a global wellness brand that is committed to helping people to build stronger minds and bodies through the power of cold immersion. We design, manufacture and retail the worlds only automated ice baths directly to consumers and businesses. We are in the very early stages of our growth and business with our first products to market from the London elite, to celebrities, spas, gyms and those deeply committed to leveraging cold in their wellness routines.
We have very clear and strong values that drive our business and need to resonate well with all members of our growing team.
- Humility - In a world that’s always changing, our biggest competitive advantage will be to act like a start up, to have a willingness to learn in the pursuit of truth and not attempt to out-smart it. The strength to always do the right things on behalf of our customers - to hear them when they speak to us.
- Family - Family first, it’s what life is about. We are a family at work, and a family at home. Only when our families are healthy and happy are we able to do our best work.
- Graft - We’ll grow by showing up and doing the work, every day, it’s how we build and maintain an edge, it’s how we learn, it’s how we build a business that is profitable and able to re-invest in itself and the people who work here.
- Innovation - Great design and aesthetic matters for the end user, ice baths are just the start. Efficiency and effectiveness are our levers of innovation, how we make our products more efficient matters to cost and sustainability, how we make them more effective is informed by the wider science of human health and customer feedback.
Job role and requirements
We require someone to work with our Support and Servicing team as we continue to grow in the UK and open up new markets (EU next). With the opportunity to grow and learn with us the role has the opportunity to expand in scope or equally to really focus on one specific area, we are flexible and ultimately want you to be happy, productive and creating value.
Customer Support Representative
Our direct customers are typically individuals building or modernising their at home wellness setup, or hotels, spas, and sports facilities with commercial units capable of high numbers of users. This means we have hundreds of units currently out in the market, as well as new units being shipped daily that will over time require user support, servicing or upgrades to the highest standards.
- Providing first-line support to customers by answering their queries via phone, email, and chat, and resolving technical issues related to the residential and commercial ice baths and chillers in a warm and personable manner.
- Assisting customers with product knowledge and providing guidance on using the ice baths and chillers effectively to achieve optimal results for the customer’s specific needs.
- Maintaining an up-to-date knowledge base to ensure prompt resolution of customer issues and requests, and improving overall efficiency of support operations.
- Liaising with the workshop and R&D teams to escalate and resolve technical issues, and keeping customers informed of the progress and estimated resolution times.
- Demonstrating excellent communication skills, including the ability to listen actively, explain technical information in a clear and concise manner, and manage customer expectations regarding issue resolution times.
- Providing exceptional customer service by displaying empathy, patience, and a strong commitment to meeting customer needs and ensuring their satisfaction.
- Collaborating with the sales team to provide outstanding customer service that goes beyond issue resolution, and actively promoting additional products, upgrades, or accessories to customers to maximise sales opportunities and increase customer satisfaction.
Your experience
- Customer service experience
- Interest in general wellness (physical and mental)
- Interest in contrast therapy or cold immersion therapy (ideal)
- Understanding of basic CRM tools (we use Hubspot)
- Online sales / back end of ecomm website order management experience
- Comfortable communicating in many channels (phone, WhatsApp, email)
- Passion to learn and grow, there’s no experts in Brass Monkey, just curious learners
Role Details
- Days/times: Full time Mon- Fri
- Location: Church Fenton Airfield with options for remote working as required
- Salary: Full time £26,000 - £32,000
- Holidays: 25 days
- Additional Benefits:Company Laptop (MacBook Air)
Company pension scheme
Christmas Closure
Summer & Christmas Parties
Flexible working hours & locations
Job Type: Full-time
Salary: £26,000.00-£32,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Wellness programme
Schedule:
- Monday to Friday
Experience:
- Customer service: 1 year (required)
Work Location: Hybrid remote in Church Fenton, LS24 9SE
