Customer Experience

2 weeks ago

Notting Hill Gate, Greater London, United Kingdom Inspiring Interns & Graduates Full time

Are you a confident, savvy, organised problem solver? Are you passionate about creating a new way of socialising when it comes to alcohol-free drinking? Our plant-based and alcohol-free drinks client is hiring for a Customer Experience & Social Media Supportrole.


About the Company:


Our client is a plant-based alcohol-free drinks company, whose creations focus on what goes into a drink rather than what is taken out.

Alchemy is at the heart of their work; from the plants used in the drinks to the blending of minds, industries and expertiseit takes to make them.


They have a simple mission:
to change the way people socialise where not drinking alcohol still means an enhanced social experience. The award-winning team is made up of plant scientists, word-class bartenders, hedonists, herbalists and artists.
This company has offices in London and New York, and the role will be covering both markets.

They are a small team who work hard but also take care of their employees and want to help you grow and develop.


The Role:


As Customer Experience & Social Media Support, you will work at the convergence of Operations, Marketing and Technology, playing a key role to supporting the UK and US teams.

For the first 3 months you will work full time from the office in Notting Hill, followed by a hybrid structure of 1-2 days per week in the office once settled into the role.


Your responsibilities will include:

  • Keeping customers happy at all times, solving problems, and liaising with shipping partners in the UK and US
  • Replying to customer feedback, queries or complaints and comments in a timely and thoughtful manner using the brand/TOV guidelines
  • Speaking to customers on the phone in a friendly and charismatic manner
  • Acting as an advocate on behalf of the customer, raising their concerns with the team and identifying solutions
  • Contributing ideas to improve user experience, working with marketing to delight customers
  • Improving the business as they grow, they're open to change, and encourage proactive suggestions
  • Supporting sales and marketing, from liaising with influencers, to bartenders, to herbalists, scientists, journalists and whatever other requests may come your way

About You:

  • You are not afraid to get stuck in, ask questions and enjoy a fun but fast paced growing company
  • You have excellent written and verbal communication skills
  • You are an efficient problem solver with a logical approach to issues and a commercial understanding
  • You are well organised, able to multitask and take urgency in getting things done
  • You have a good moral compass
  • You are social media savvy
  • Previous experience in a small business working with customer experience and operations is advantageous
  • Experience using Google Docs, Slack, and a customer service tool would be ideal
  • Knowledge of drinks, plants and TikTok skills would be an added bonus

Benefits of working for the company:

  • There is plenty of room to grow and own this role, with support from the team and part time agents
  • A small team who work hard and are committed to caring for their employees
  • Hybrid working structure
  • Office in the affluent area of Notting Hill

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