Customer Success

2 weeks ago

London, Greater London, United Kingdom Guinness World Records Full time

JOB OVERWIEW:


nWhat's the fastest game bird in Europe? This was the question that inspired the founding of Guinness World Records (GWR) back in 1955.

Starting with a single book published from a room above a gym, GWR has grown to become a global multimedia brand, with offices in London, New York, Beijing, Tokyo, and Dubai.

Today, we deliver world-class content, not just through books, but via TV shows, social media,, and live events.nYour days will be varied, and you will build knowledge in topics you never imagined, so if you are a solution oriented, creative thinker and have a thirst to continuously learn then this could be the job for younAlso the bird was the Golden Plover.

In case you were wondering...


The role sits within the newly formed eCommerce team whose primary focus is to develop the GWR online shop which will service GWR's large audiences that are linked to different arms of the business.

The eCommerce teams is tasked with trying to convert these audiences into shoppers.


The customer success & operations executive will have full responsibility of providing assistance to customers throughout their online shopping journey; including answering product queries, resolving issues, processing returns, and providing post-purchase support.


Equally as important, the role will also take the lead on internal customer queries and eCommerce operational support, including processing large orders, ad-hoc research and benchmarking and managing suppliers.

This service is crucial for enhancing customer satisfaction (both internal and external), fostering loyalty, driving efficiencies and repeat business.

If you are customer obsessed, extremely organised and a natural problem solver; this is the role for you

ESSENTIAL DUTIES AND RESPONSIBILITIES


External Customer SupportnManagement of customer service queries using Salesforce case management.nMonitor stock discrepancies on Shopify/Salesforce and report to the corresponding team for problem shooting.nFlag and investigate orders that are flagged for suspected fraud.nReview and manage each order for corrections and special customer requests, including refunds and returns.nTrack backorders not fulfilled and outside SLA with our fulfilment partners.nSupport the ad hoc projects and the roll out of omnichannel service, AI chatbot and live chat tools.


Internal Operations & SupportnManaging small and large order requests from internal teams and partnersnOwn customer experience KPIs, regularly reporting these to the wider eCommerce teamnCreation of purchase orders on behalf of the eCommerce teamnCollaborate with the Director of Production to manage various daily operational aspects and handle delivery incidents with our fulfilment partners, resolve complaints and delivery disputes.

nMake proposals on how to improve and streamline parts of the customer service on the ecommerce site, in-collaboration with the eCommerce Marketing managernConvey and highlight common trends and insights to the eCommerce team based on customer insightsnConduct external research and benchmarking in collaboration with the eCommerce team

ESSENTIAL DUTIES AND RESPONSIBILITIES

Job Requirements and Qualifications:

nProven experience of end-to-end customer care experience, ideally within a fast-paced D2C or E-commerce brandnPassionate and interested in Customer experience and Customer satisfactionnCompliance and Security (GDPR, Data Privacy, Data Backups etc)nMust be proficient in MS PowerPoint, Word and Excel.

nDemonstrate understanding of ecommerce marketing and consumer psychologynExperience handling customer service in a Social Media driven business

Other Knowledge, Skills and Abilities:

nYou're a 'natural retailer'; obsessed with delivering your promise to customers.nAre an empathetic and excellent communicator who will always put customers firstnA can-do attitude.

We are looking for someone happy to roll up their sleevesnExcellent project management skills with the ability to prioritise tasks, manage multiple projects simultaneously, and meet deadlines.nHave a comprehensive understanding of ecommerce and exceptional written and oral communication skills.

nSelf-motivated, proactive individual with excellent problem-solving skills

DesirednExperience with using Shopify and Salesforce (case management)nExperienced copywriter, particularly in D2C comms

KEY RELATIONSHIPS:
Director of eCommercenDirector of Production & DistributionnSenior Product ManagerneCommerce Marketing ManagernManagement Teams (Consultancy, Digital & Publishing)nAdjudicatorsnGovernance Teams (IT, Legal, Finance)

LIFE AT GWR:


A flat & transparent structure with a values-driven & collaborative culture.nFlexible / hybrid-working policies.n25 holiday allowance.nEnhanced family leave policy.nSeasonal Friday Hours - a 1pm finish in the summer or a 4pm finish in the winter.nOpen plan and central London office in Tottenham Court Road, with a snack station and regular month-end drinksnMeet Record Holders - each office regularly arranges virtual and in-person opportunities for us to connect with each other and to hear inspiring stories direct from our amazing record holders.

nRegular team socials including our summer and winter partiesnAnnual Staff awards & volunteer daysnWant to find out more about what we can offer you? Please view our Job Perks pages:
commitmentnGuinness World Records is an equal opportunity employer.

We strive to be a diverse workforce that is representative of our audiences, and where everyone can thrive and belong.

We are committed to including people with a variety of voices, identities, backgrounds, experiences, abilities and perspectives.

We are determined to ensure that no applicant, freelancer or employee receives less favorable treatment on the grounds of race, disability age, religion, sexual orientation, veteran status or marital status, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

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