Junior Customer Experience Agent Remote
Job description
Want to work somewhere fun and exciting, where you're actually listened to and valued?
Team RH are a no BS, anti-corporate health tech business, and we're on the lookout for talented, creative and unique people to join our team. If you’re looking for a typical, boring office job then we’re not the place for you. However, if you like voicing your new and exciting ideas and being part of an amazing team then we want to hear from you!
We’re all about:
- Hard graft.
- Bold, out-there ideas.
- Making a real difference to people’s lives and the fitness industry.
- Treating people like friends and family, not co-workers.
- Zero toxicity, zero BS.
- A fun and creative environment.
- Free snacks, good coffee and great craic.
If you’re reading this thinking it’s weird or it makes you uncomfortable - good! We're not everyone's cup of tea, and that's ok. Our culture is important to us, so we want to make sure we reach bold, talented and unconventional people. If that's you, then apply below!
Role Overview
As a Customer Experience Agent, you will be an integral part of the Customer Experience team and work to ensure you deliver world-class customer service, through direct interactions with customers. The Customer Experience Agent will be the first point of contact that potential members will have with us, so it’s important that you give them an amazing customer experience and get them excited about joining our team, ensuring they have a positive experience with the Team RH App, products and services throughout.
You will report to the Customer Experience Manager with the opportunity for onsite, remote or hybrid working.
Role and Responsibilities
- Deliver a world class customer experience from day one of membership and be the first point of contact for potential members.
- Respond to inbound customer queries about our products and services via our social media channels, such as Facebook and Whatsapp.
- Offer support, guidance and advice around how the Life Plan works with customers lifestyles, medical conditions, mobility issues, etc. to potential members looking to sign up.
- Upsell merchandise and be highly knowledgeable of the Team RH product line (protein, clothing and accessories).
- Support members with their onboarding onto the Team RH app and help with any technical issues members may have during their set up.
- General upkeep and maintenance of our social media platforms, in terms of responding to members in need of assistance and flag any concerns to the CX Manager.
- Monitor members within our Facebook group and relay any good social media opportunities (transformation pictures etc.) to the CX Manager.
- Support members by effectively resolving customer queries relating to our app, tech related issues or their membership.
- Escalate complaints to Senior CX Agent, where required.
Experience and Qualifications
- Excellent internal and external communication (spelling and grammar) both verbal and written.
- Bubbly, outgoing personality and able to start a conversation with customers with ease.
- Ability to speak to customers confidently via direct messaging, voice notes and occasionally over the phone.
- Previous experience of working towards KPI’s and sales targets would be beneficial.
- Previous experience of working with social media business accounts would be an advantage, e.g. Whatsapp business, Facebook, Tiktok, Instagram, etc.
- Tech savvy – must be IT literate, previous experience of using Zendesk or similar software would be highly beneficial.
- Experience of working in a remote team would be beneficial.
- Flexibility to work over our busy periods and at short notice.
Benefits
- Free membership to our Team RH Life Plan.
- 25 days holiday + bank holidays.
- Generous discounts on all merchandise.
- Free on-site gym.
- Competitive salary.
- Free staff fun days and socials.
- Many opportunities for career development, as well as opportunities for training and personal development.
- Enhanced sick pay, maternity and paternity pay.
- Free snacks, tea and coffee on-site.
- Smoke-free site.
Job Type: Part-time
Part-time hours: 10 per week
Salary: £11.50 per hour
Schedule:
- Weekend availability
Application question(s):
- Do you require any reasonable adjustments during the recruitment process?
Work Location: Remote
