Customer Experience Executive - Barnsley, United Kingdom - BetterYou Limited

Description

Customer Experience Executive

£25,500

Barnsley

Full time, Hybrid working

Who are we?

We're BetterYou, a multi-award-winning health company, on a mission to fill the gaps left by modern diets and lifestyles with smart nutritional support.

The brand is rooted in science, we pioneered the development of vitamin oral sprays and topical magnesium, designing a range of products to overcome the absorption challenges experienced with traditional tablet and capsule supplementation.

Why BetterYou?

• We're the UK's No.1 vitamin oral spray and transdermal magnesium brand
• Over 3 million people trust us with their health and wellness needs
• You can find us in all major retailers in the UK, and in large US retailers
• We sell 7 products every minute, worldwide
• We have over 15 years of development experience
• Our products have been featured in 23 published clinical studies
• We only use planetfriendly plastics in our products, we're planting thousands of trees and we've eradicated palm oil and their derivatives across all our products
• We have over 40,000 reviews from happy customers
• On our journey towards achieving B-Corp status

We have ambitious plans to deliver on our vision and we need a gold-standard team to help us bring our products to more people, worldwide.

The Opportunity

We are looking for a passionate and dedicated customer centric individual who is ready to go above and beyond, always keeping the customer at the heart of all they do, whose personality and the BetterYou values shine through every time they connect with our customers.

This role is working in a small Customer Experience team, within our Marketing function,

dedicated to delivering a bespoke service, not a one size fits all or telesales/call centre style

environment. You will report into the Customer Experience Manager.

This role would suit someone who has a genuine passion for making a difference to support our customers with their health needs in a patient, understanding but resilient manner.

What will you get up to?

Customer

• First point of contact for all customers, troubleshoot and resolve customer enquiries and complaints whilst building a relationship with our customers
• Provide advice to customers seeking assistance with post order issues with products returns, replacements, refunds, delivery status and any other issues that may arise in the order fulfilment process
• Maintain excellent product knowledge across the range and listen to the customer and use expertise, creativity and passion to continue to surprise and delight our customers
• Recommending the right products for customers based on needs, life stage and health concerns
• Delight BetterYou customers by making them feel listened to, special and deliver beyond their expectations
• Managing the At Home VitTest process from end to end, including creation of supplementation plans and providing guidance on dosage full training to be given

Communication & Process improvements

• Meet and exceed agreed KPI's and service level agreements (same day response) whilst ensuring we surprise and delight the customer to resolve individual issues in the best possible way
• Continuously look for areas to improve and communicate trends in customer feedback to the Customer Experience Lead
• Identify and raise any issues that are unable to be resolved to the Customer Experience Lead
• Work with different departments across BetterYou to seek relevant guidance in order to ensure we resolve all customer enquiries to the best of our ability
• Supporting other departments with customer and product related questions and queries
• Assisting with the creation of new processes, ways of working and adhoc planned and unplanned events

Product & System

• Have a thorough understanding of the BetterYou product range, dosages, features, benefits and USPs
• General nutritional understanding and awareness through external training providers
• Keeping abreast of new product development from a customer perspective and anticipating customer queries
• Maintaining supplier portals and training on new features

Reporting

• Record all customer responses within Gorgias to allow for accurate reporting
• Work with the Customer Experience Manager to identify reporting needs and gaps
• Creation of adhoc reports as requested by other departments

Who do we need?

Technical Skills

• Accurate data input and recording of customer information
• Think creatively to deliver on individual customer needs
• Experience of a CRM database i.e Gorgias
• Minimum 2 years' experience within a customer service role
• Knowledge of dietary requirements, health, wellbeing, and vitamin marketplace would be highly beneficial
• Good working knowledge and competence of the full Microsoft Office suite, including Excel and Teams

Personal Skills

• Great communicator who listens and understands our customers
• Patient and empathetic
• Positive and en