Senior Customer Champion - London, United Kingdom - Napo
Description
About Napo:
What we're looking for:
We are looking for an empathetic self-starter to join us as a Customer Support Champion. You must be passionate about interacting with and delighting customers and putting customers' needs first. You have great adaptability, problem-solving skills and can easily focus on tasks.
You must be a team player and feel comfortable working closely on a day-to-day basis with your manager and be flexible to work during busy periods.
Responsibilities:
- Become one of the first contact points for our members and prospects who have a question, problem, or, as it happens, want to share praise or something quirky with us
- Build a deep understanding of our community's wants, spot trends and issues
- Work closely with the Claims team and support them with member queries
- Work on admin tasks such as cancellations, payments/refunds and Direct Debit change requests
- Be able to find tools and platforms to help the team work efficiently
- Help onboarding new champions to the team
- Help plan the weekly/daily priorities for the team in line with our SLA's and goals
- Handle complaints constructively and in line with company and FCA guidelines, consulting your manager so that clear action is in hand.
Qualifications
***:
- You have 3+ years of customer support experience in B2C (ideally, startups).
- You enjoy talking to customers and solving their problems and can break down complex issues and explain them clearly and simply.
- You are datadriven and can organise your entire workflow around metrics such as customer satisfaction and operational efficiency.
- You have excellent oral and written communication in English and interpersonal skills.
- You have experience working with Intercom and ideally ClickUp
- You are a strong team player who can collaborate across teams and key stakeholders in the business.
- You are a selfstarter with a "cando" attitude and thrive working in a dynamic, fastpaced startup environment.
- Want to learn and grow.
Benefits:
- A competitive salary plus a generous stock options package
- Flexible and remotefriendly work environment (for now, we would ideally love to have people in the office 2 days per week we have a nice office in central London)
- All the equipment for you to do your best work
- Budget for personal growth and training
- 25 days holiday
- Various benefits such as;
- BUPA health insurance
- Napo insurance for your pet(s)
- Pension scheme
- Unlimited GP video consultation (free Babylon Health membership)
- A lot more great stuff (feel free to ask)
Our values:
- Be candid and authentic.
- We bring our true selves to work who we wholly are.
- We are transparent and are not afraid to share information with each other good and bad news.
- Trust and care for each other.
- We trust each other to do the right thing.
- We are not afraid to make mistakes, and we ask for help when we need it.
- We encourage each other; when people struggle, we help them.
- Do the right thing.
- We are fair to our customers, and we care about the wellbeing of their pets.
- When facing difficult decisions, we put ethics above profits.
- We always act in the best interest of the company.
- We are all owners and optimise for impact.
- We are always looking for the most impactful thing to work on.
- We take responsibility, and we're problem solvers hold yourself and others accountable.
- Nothing is somebody else's problem; we are collaborative and always jump in to help where needed.
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