This client is an innovative consumer-product business with a product portfolio that is disrupting a competitive market as well as driving a company mission of sustainability.
They are looking for a commercially minded, customer obsessed customer excellence executive to support our vision of creating new brand ambassadors among the global target market of home, garden and clothing repair enthusiasts who want to reduce their throwaway lifestyle.
Join them in inspiring their customers’ everyday creativity around the home and helping them succeed in repairing their treasures and reducing their waste and impact on our planet in a fun, enthusiastic and joyful way.
It's a great time to join this established, vibrant SME that retains the dreams and desires of a start-up business and brand, whilst influencing our global corporate parent company.
Their dynamic and hardworking online sales and marketing team is looking for a customer-obsessed customer excellence executive to love, support, inspire and update our loyal customers, potential customers and collaborators, reporting directly to the PR and Partnerships manager.
Coming to work every day fuelled by our purpose, can you spend your days engaging enthusiastically and passionately with our online shoppers, users and reviewers to include as many people as possible on our mission to beat the throwaway culture in our society, especially in the UK and North America?
As the customer excellence executive in the ecommerce team, you will be responsible for:
Giving their customers the best possible online shopping support filled with enthusiasm, passion and interest. No query is too mundane, no request too much of a hardship. We want to surpass their expectations on service levels with the aim to turn every one of them into their fans for life.
Being able to provide advice, guidance, ideas and ‘how tos’ to the community using their products, celebrating their successes and consoling their failures. Staying engaged with their projects and endeavours and providing invested follow-up over time, where appropriate.
Monitoring, responding to and driving reviews on platforms (Trustpilot, Amazon, Google) to ensure we can rapidly address any issues, celebrate successes and show gratitude for the efforts shown.
Analysing and providing insights from feedback, queries and reviews – tracking trends and learnings, to be passed on to their R&D or other internal teams for action monthly.
Monitoring daily orders and fulfilment to ensure no IT issues, bottlenecks or obstacles are holding up the delivery of their products to our customers.
Coordinating between online sales and supply chain teams with regards to the inventory and operational performance to ensure high service and stock levels across all our channels and product lines.
Liaising with the IT team and 3rd parties with the aim to resolve any technical issues within the ecommerce platform or stock/finance software to ensure a seamless customer experience.
Record, track, analyse and report on customer feedback, stock and service levels and operational performance in order to identify areas for improvement. This includes calls, emails, helpdesk queries, reviews and social media.
Be the voice of their customer internally, representing their needs, wants and experiences to the other departments to drive improvements.
This will all be measured via KPIs on response times, customer satisfaction and customer retention/engagement. NPS to be established as a metric and then KPI established.
What they are looking for?
The voice of their customer - championing a customer-obsession within the business and challenging all your colleagues with confidence and respect when necessary, to ensure the customer is at the heart of every decision and project.
Someone with 2-3 years of experience of customer service in any field, but with a demonstrable understanding of the impact it can make on the success of the business.
Superior service orientation – you enjoy being of service and understanding the importance of a high-quality support to the customer and the business.
Good listening skills – mostly with the customer, but also your colleagues and team.
Process-driven preference – you have the ability to follow a process in a consistent manner; documenting, setting out and looking for opportunities to improve the processes themselves.
Strong organisational skills - attention to detail and ability to prioritise and organise varied workload using your own initiative, and to follow through issues until resolution and beyond where appropriate, building relationships over time.
Solid data capture and insights skills - tracking and measurement of service levels and operational performance variables, with the ability to extract basic insights and recommendations to be communicated to other teams in the business.
Be able to be the brand voice to the customer - understanding the product, brand and community, speaking and writing with consistency. When you don’t understand, you get busy trying it for yourself to see how it all works. Sleeves up, hands on!
Bringing as much efficiency as possible to the standard enquiries and tasks; whilst having the ability to spot opportunities when interacting with customers and to act accordingly to capture and share with the team.
Shared values and being part of the company culture and purpose - treating your colleagues with respect, understanding the importance of teamwork and personal accountability in achieving business goals, ability to resolve conflict.
You will have an entrepreneurial spirit and boundless enthusiasm and positivity.
You will be able to inspire a community to learn from you and the patience to use your knowledge and insights to guide their own efforts in a supportive and empathetic way.
You are someone who looks to support and celebrate others, and then to gently encourage them to share/buy/engage more.
You will have a commercial sensibility (profitability is key to our business), excited about achieving measurable goals, and competitive in spirit, both for yourself and for our team – whilst never compromising your customer-first focus.
You will be intrigued by people and what brings them joy and feelings of success.
You will be committed to beating the throwaway culture and really ‘walk the talk’.
You will be hard-working, professional, organised and resilient – and comfortable in occasional ambiguity.
You will be seeking out fun for yourself, your colleagues and for the community.
Flexible working, with some requirement to work from Hackney-based office
Contact: Jasmine Bindley