Customer Service Lead - Greater London, United Kingdom - DIRTEA

Description

A little bit about us

The DIRTEA world you see today is more than a brand but a lifestyle attainable for anyone as fascinated by fungi as we are. Mushrooms are our obsession, and we're here to share nature's intelligence to improve our customers' lives one cup at a time.

It took years of learning and exploring to become the mushroom masters we are today, from searching for the best farms, foragers and mycologists to understanding the unique benefits of all kinds of mushrooms. We've studied hard to develop a holistic understanding of the benefits - not just on an individual basis, but on the world.

Role Overview

We are looking for an experienced, dynamic, culturally led and customer obsessed lead to join our small but mighty team.

As our Customer Experience Lead you will be responsible for making sure all our customers are happy. DIRTEA's Customer Experience Team is known for its awesome Customer Service. We are now looking for someone with a wealth of experience to elevate our Customer Experience Team and the service we offer.

Our Customer Experience Team are the guardians of our tone of voice, this role will play an important part in not only maintaining our current tone but developing it even further to make our customers feel loved, listened to, and engaged. Our Customer Experience Team plays a pivotal role in engaging our customer community to ensure amazing retention from every interaction.

The ideal candidate will have a passion for learning and developing and will want to grow not only themselves but also the people around them. They will also have extensive admin knowledge of Zendesk.

Responsibilities

• Strong experience working with Zendesk at an admin level
• Advanced experience of talking with Customers by email and chat, socials, WhatsApp, Apple Business Chat is preferred, to ensure we meet our customers "where they are".
• Be completely customer obsessed, championing our desire to "make our customers happy no matter what."
• Have a proven track record in achieving strong KPI's (CSAT, Team Productivity and Quality, Trust Pilot)
• Be creative with offered solutions making sure that no Customer is ever forgotten about.
• Ability to align tone of voice to the appropriate channel and customer situation.
• Have previous experience collating, reporting and feeding back all customer experience data (including but not limited to contact reasons, Customer issues, team performance)
• You will be a pro at writing macros in line with DIRTEA tone of voice
• Maintaining the day-to-day management of Zendesk
• Spot trends and feedback to the business to improve productivity and reduce issues.
• Ability to utilise a range of engagement techniques to position yourself and the team to tackle workloads.

The Ideal Candidate

• Has at least 3 years' experience in Customer facing roles ideally in a Customer Service position ideally at an ecommerce retailer.
• Customer obsessed with a true appreciation of what needs to be done to give unrivaled Customer experience.
• Is extremely creative, passionate and outgoing with an upbeat personality.
• Loves a challenge and is a natural problem solver.
• Can troubleshoot and work independently.
• Is keen to understand what other retailers are doing and how this can be improved, a passion for doing better than the competition.
• Collaborates and works well with others, is a team-player, gives feedback directly and can receive feedback in a professional and constructive manner.
• Has experience with Customer experience tools for managing tickets and social interactions.
• Is driven. We're a small team and growing rapidly. We all wear multiple hats and help each other out wherever possible.
• Is passionate about health and well-being.

Additional Requirements

• As we are a small team, from time to time you may be required to carry out reasonable and relevant tasks that fall outside of your position's remit.
• Within reason, you may be required to work outside of your standard contracted hours to meet the needs of the business.
• As part of your ongoing development, you may be required to undertake training to meet the requirements of your role.

If you would like to be considered for the position, please email your CV, cover letter and salary expectations to