Service & Support Operative - London, United Kingdom - IKAWA

IKAWA

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Service and Support Operative (On site, London)

Base salary:
£28k-£32k + benefits

Location:
Lewisham, London, SE13 7HA

Start date:
As soon as possible

Would you like to be a key part of a team in an exciting company on a mission to revolutionise the world of coffee for drinkers and producers? If you are an ambitious self-starter and are looking for a long-term career with a global company scaling up for growth, this may be what you are looking for.

This is a varied role covering customer service, facilities and team support for IKAWA.

To be successful in this role you will need strong organisational and administration abilities bringing both effective communication and excellent interpersonal skills.

The purpose of the role is to be the first point of contact for IKAWA customers and to take ownership of administration and facilities support for our workplace and team.

Reporting directly to the Technical Support Manager at IKAWA, you will contribute to the following work streams:

After Sales Support:

Customer support coordination, responsible for managing customer interactions on ZenDesk from start to issue resolution as efficiently as possible whilst delivering a positive customer experience.
Providing basic technical support on IKAWA roasters during the support process.
New customer '1st mile' support, advising on the best ways to find success with our products.
Supporting existing customers ad hoc as enquiries arise.

Customer Administration:

Onboarding of new IKAWA customers, including but not limited to payment confirmations, dispatch & delivery notifications and consolidated invoices.
Internal reporting to ensure the customer's feedback and experiences are accurately reported to key stakeholders who can put improvements in place.
Accurate and timely administration of ZenDesk, our support platform for support interactions.
Other ad hoc administrative tasks as they come up across service and product.

Team and facilities support

Providing facilities and operational support to ensure the smooth running of our office and team, managing related administration, service providers and liaising with the landlord on maintenance, cleaning, and supplies for the shared office space.
Coordinating and management of all Health and Safety requirements and activities.
Provide people and team support, manage travel and accommodation arrangements, prepare and cater for meetings and make arrangements for quarterly team socials and events
Working with the HR team, supporting the induction and exit processes for the team along with any onsite support needs.

Product:

Supporting the diagnosis, fixing, and testing of bugs/issues on the IKAWA Apps as they arise.
Supporting our R&D team to solve problems or develop opportunities to improve our products, across the app, hardware, and augmented products.
Supporting product development through consultancy and customer insights.

Essential Skills:

Must be organised and able to demonstrate the ability to manage a varied workload
Demonstrating patience is paramount when assisting customers whose needs vary
Excellent verbal, interpersonal and written communication skills
Adaptability in Problemsolving and creating solutions that suit the customer and the business
Strong administrative skills and experience using Microsoft Office Suite and Google Suite.
Must be a resourceful, selfstarter with the ability to work in small and fastpaced business
Team player who can liaise across multiple stakeholders bringing a positive cando attitude
Strong English proficiency is a must. Multilingual abilities, especially in Spanish and French are advantageous

Desirable Skills: