Customer Service Specialist
2 weeks ago
What you will do
Join us in helping companies of all sizes and industries take their own climate action today. We are dedicated to working as a team towards our common goal: Making net zero a realityWe are looking for a motivated and driven Customer Support Specialist to join our growing team Of 30 in our London office, situated in County Hall. This is a highly administrative and detail-oriented role that involves supporting clients in calculating their carbon footprint and using this to create a Climate Action strategy including driving footprint reductions, compensation, and certification.
As a Customer Support Specialist, you'll be the first line of contact, providing exceptional support to businesses on their sustainability journeys. Your role will be to support clients by processing inquiries, resolving issues, and offering guidance on our climate action solutions. You'll play a key role in helping our clients achieve their sustainability goals, making a real impact on the environment.
Specifically, you will be supporting the team on our largest client account. They are a network of Agents (our day-to-day contacts) who each represent hundreds of smaller customers. Most of these customers are online retailers based in China. For this reason, the ideal candidate will be able to speak Mandarin as well as English; although based on your customer support experience, this may not be essential.
Your key responsibilities will be to:
Work with a high volume of clients from one of the largest online retailers to reduce their Carbon footprint Respond to client queries via email, CRM software and Excel project plans Using the Microsoft suite and other relevant systems, process large volumes of data to assist customers in calculating their Carbon footprint, and completing set steps as part of their climate action journey. Along with other staff, support the wider Customer Support team in administrative tasks such as checking data, updating customer information and processing new sales leads Participate in brainstorming and trouble-shooting with the wider team as a pathway to increase efficiency. Lead customer calls (occasionally in Mandarin if possible) to assist clients in commencing a new project, navigating systems and to respond to queries. Support the wider team in project management tasks
Who you are
You have previous experience working in a customer support or administration role You have experience using Excel to process large amounts of data, including functions such as XLookup and Pivot Tables You are looking for a customer support or administrative role that offers flexibility and the chance to contribute towards a global Net Zero You have great organisation and time-management skills, to help you move through high volumes of work You are independent and able to self-drive your learning to complete tasks with minimal assistance You are detail-oriented and enjoy working in a technical and administrative environment You have a background or interest in sustainability (preferred but not essential)Benefits
Join our dynamic and diverse team, where authenticity is celebrated. We collaborate openly and effortlessly, fostering a work environment where we enjoy socialising both inside and outside of work. Here are some of the perks we offer:Our modern and bright offices are centrally located and easily accessible by all modes of transport. Engage in eco-friendly commuting with our cycle-to-work and EV leasing schemes. Enjoy a generous holiday package of 30 days, plus public holidays, as we believe a well-rested team performs at its best. Prioritise your wellbeing with our comprehensive sick leave policy and Employee Assistance Programme (EAP) recognising the importance of both mental and physical health. Embrace a flexible and hybrid working environment enabling you to enhance your work-life balance. Participate in regular development and check-in meetings integral to our feedback culture. Benefit from enhanced parental leave options, supporting you during significant life moments.
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