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Sunderland

    Customer Experience Executive - Sunderland, Tyne and Wear, United Kingdom - Rheal

    Rheal
    Rheal Sunderland, Tyne and Wear, United Kingdom

    2 weeks ago

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    Description

    Rheal is one of the fastest growing nutrition brands in the UK - on a mission to help more people live healthier & happier with superfoods. As a B Corp, we value the health of our consumers and the planet, by providing high quality organic products and planting trees with every order. In the last 3 years we have appeared on BBC One's Dragons' Den, grown from a team of 2 to over 40 and moved into a 30,000sqft warehouse & office facility in the North East. There really couldn't be a more exciting time to join our team and become part of the Rheal journey

    The Role: Customer Experience Exec

    We have an exciting opportunity for you to join an amazing Customer Experience team. We pride ourselves on providing first-class customer service, support & educational advice for all customers, to ensure we always give the best Rheal experience.

    General Details:

    • 37.5 hours per week: (general working hours are 8:00am - 4:30pm)
    • Type of Work: Hybrid (3 office days per week preferred)
    • Salary based on experience: (£21,000 - £25,000)
    • Start date: ASAP
    • Probationary Period: 6 months
    • Holidays: 24 days + your birthday + public holidays

    Responsibilities:

    You'll be maintaining the Rheal ethos, by providing tailored and friendly customer service support to all of our customers. Actioning timely communication via email, social media and not being afraid to pick up the phone. Tasks include:

    • Responding & managing customer enquiries; from ordering, product recommendations, returns, amends or cancellations.
    • Maintaining regular communication with our operations team, to manage customer returns, cancellations and amends,
    • Managing reviews & customer feedback on Trustpilot.
    • Helping monitor our exclusive Facebook Community group.
    • Reviewing processes and procedures to ensure an efficient customer journey across multiple platforms including brand website, TikTok shop and additional shopping channels.

    Essential Experience:

    • Up to 1 year working in a Customer Experience facing role.
    • Experience using a Customer Experience platform such as Zendesk or Gorgias.

    Desirable Experience, but not essential:

    • Experience managing TikTok Shop enquiries.
    • Experience with the Trustpilot platform and managing reviews.

    Who we're looking for:

    • You have a genuine passion for providing excellent customer service and understand its importance to driving brand loyalty and growth.
    • A strong set of verbal and written communication skills; you're witty, confident and not afraid to pick up the phone.
    • You are tech savvy and can quickly learn new systems.
    • You have a strong initiative to solve problems in a timely manner.
    • You're a good communicator and team player.
    • A self-motivator and hard-working individual, with a genuine desire to grow your own skills.
    • You understand the life of a start-up/high growth business and are happy to roll up your sleeves.

    What we offer:

    • The opportunity to join the fastest growing superfood brand in the UK; with health, wellbeing & sustainability being at the core of what we do.
    • Private Health Care, including dental & optical
    • Team socials
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