Customer Experience Officer

Do you want to work for a leading brand in the Yoga industry?

Can you demonstrate outstanding customer service skills with a genuine desire to go above and beyond?

Our client is looking for a Customer Experience Officer with 2-3 years experience

About the Company:

This e-commerce yoga business is on a mission to support and encourage health and wellbeing through Yoga and mindful movement with their original, ground-breaking, and truly useful products.

They bring the values of Yoga to their business and beyond, striving to unite a global community of people around the common goal to 'Live for More' through their products, how they run their business and how they give back to the world.

Since reinventing the Yoga mat back in 2008 they have since grown to become a leading brand in the Yoga industry, loved and trusted for their innovations and their pledge to environmental sustainability and social justice.

This dynamic and fast-growing brand (Sunday Times Fast Track 100) are continuing to grow and strengthen its team with the addition of like-minded, bright, and ambitious people!

Job Purpose:

As a Customer Experience Officer, you will be reporting to the Customer Experience Manager, you will be responsible for providing exceptional service across the board to drive and support growth in a global e-commerce company.

You will be part of a crucial front-line team liaising directly with potential, new and existing customers, as well as dealing with our operational partners.

As a Customer Service Officer, you will provide exceptional service, liaise directly with customers to help efficiently drive and support growth, and engage with our online community in a fast-growing global brand. You will also take part in a variety of office management activities, and will assist other team members in the office where necessary. You must have the drive to always look for better ways to do things, to use your initiative to problem solve and to care about going the extra mile for every customer.

Key Responsibilities

• Building outstanding customer relationships to provide the best possible service to our global customers within the Yoga community
• Liaising with our operations team to ensure seamless customer experience through the operational processes
• Responding appropriately to all questions and queries within the designated time frame across multiple written channels of communication including email, social media, live chat, online messaging, review responses, public Q&As and more.
• Managing customer relationships across different social media platforms
• Conducting ongoing community engagement and gathering sales leads to support business needs
• Managing customer databases
• Organising and handling general office management tasks
• Varied ad hoc support to other members of the Team including the CEO where required

What you’ll have

• Essential:
• Outstanding customer service skills and a genuine desire to go above and beyond
• An ability to think strategically and see the wider context and deeper significance of daily tasks
• Ability to work autonomously within an agreed remit to manage workloads and turnaround of work
• Great problem-solving skills and a dedication to finding the most efficient but complete solution to issues as they arise
• Excellent writing and communication skills with a friendly disposition
• Excellent academic record
• Highly personable and able to fit in with a hardworking and dynamic team
• A common sense approach, a willingness to learn and a hard-working nature to get the task done
• Some previous experience in office or administrative work

Advantageous:

• An interest in fitness, wellness and/or Yoga
• Experience working in the health and fitness and/or yoga industry
• Experience working in a start-up or fast-growing e-commerce business

What you’ll bring

• Proactive, dynamic & energetic and with a real willingness to be hands-on and get involved
• Exceptional communicator, particularly adept at written expression
• Highly personable and able to fit in with our hard-working team
• Strong attention to detail
• Proven to thrive in a fast-paced entrepreneurial environment
• As the responsibilities of this role are varied, you must be a great all-rounder with the ability to manage multiple projects and deliverables simultaneously

We want our people to develop, learn and thrive here. If you have the right spirit, enthusiasm, integrity and energy, we will provide you with exciting ways to personally develop, and, of course, to be part of shaping the future of our ambitious company.

What we’ll bring

• Key perks:Competitive salary
• Hybrid and flexible working structure – remote and office-based.
• Private Health Insurance.
• Good holiday allowance.
• Pension contribution.
• Monthly fitness/wellness/gym allowance.
• An exciting calendar of team social gatherings and events.
• Probably the best people you’ve ever met.
• And more