Your Role

In this role, your primary focus will be on ensuring exceptional customer satisfaction throughout the year. You will be responsible for delivering excellent service via email and live chat, addressing customer inquiries and resolving issues promptly and efficiently. Additionally, you will handle product returns, ensuring a smooth and hassle-free process for customers.

A key aspect of the role will involve monitoring customer reviews and feedback, identifying patterns, and reporting on customer satisfaction metrics. You will collaborate closely with the Senior team, offering valuable insights to help continuously enhance the overall customer experience. Your attention to detail and dedication to customer happiness will be vital as we support the company’s ongoing growth and success.

Key Responsibilities

• Provide exceptional customer service via email and live chat, responding to inquiries and resolving issues in a timely and professional manner.

• Process returns and exchanges, ensuring that they are tracked and processed accurately.

• Monitor and respond to customer reviews via Trustpilot and Reveiws.io.

• Identify and report customer trends and issues to the senior team to improve the overall customer experience.

• Drive customer satisfaction and retention through a well executed customer journey.

• Maintain and improve our post-enquiry customer satisfaction score of 4.6+

• Improve first time response rates and ticket resolution times.

• Help to shape a strategy to offer best in class customer service.

• Develop and take pride in your own personal customer satisfaction scorewith our support platform.

• Collaborate with cross-functional teams to ensure that all customer support processes are efficient and effective.

• Assist with ad hoc tasks as needed.Key requirements.

Key Skill Requirements

You must be able to travel to our Birmingham, UK office four days a week to perform your duties effectively. While having over a year of experience in customer support or a related field is preferred, it is not a strict requirement.

We are looking for someone with excellent communication skills, both written and verbal, who can clearly and effectively interact with customers. Being detail-oriented is essential, as you will need to manage multiple tasks and meet deadlines efficiently.

A proactive and solution-oriented mindset is crucial for addressing and resolving issues promptly. Proficiency in Microsoft Office and Google Suite is required, along with strong organizational skills and the ability to prioritize tasks effectively.

Additionally, a solid understanding of customer service best practices will help you contribute to delivering outstanding service and improving the overall customer experience.