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Customer Experience Representative

3 months ago

London, United Kingdom Grind Full time

A bit about us.
- Grind is a coffee company that lives in London. After opening Shoreditch Grind in 2011, the brand expanded across London with cafés and a production coffee roastery. 2020 changed Grind beyond recognition - since then we’ve been helping people make better, more sustainable coffee at home. You’ll find our pink pods, the UK’s first home compostable coffee pods for Nespresso® machines, online and in Soho House hotel rooms internationally, along with our coffee in their hotels and restaurants.
- Based in Shoreditch, we have a team of talented people working on everything from product development to creative production, to customer experience. We’re looking for someone to join our growing customer service team - today, our website serves more people a day than our cafés and restaurants ever did, and you’ll be right at the heart of it - helping thousands of people make great coffee at home every day.

Responsibilites.- Supporting our customers throughout their Grind journey, to give them the best experience possible.-
- Being proactive and communicating with our customers about any updates or changes.-
- Working closely with the rest of the customer experience team to identify patterns and create solutions.-
- Communicating internally with other teams to improve internal processes and the customer experience.Experience.- Minimum 1-2 years experience in an office-based customer service or administrative role.-
- Experience in a fast-paced start-up environment, working lean - both autonomously and collaboratively.To be successful, you’ll have:
- Excellent quality of written communication and are comfortable speaking to customers on the phone.-
- An ability to make efficient, considered decisions.-
- An attention to detail, ability to multitask and prioritise.-
- An understanding of how systems can be used to improve the customer experience.-
- An ability to identify opportunities for improvement, for the team and for our customers.-
- Experience with customer service management systems, preferred but not essential.-
- A strong sense of initiative.-
- Strong knowledge of MacOS.-
- It helps if you also love coffee, but we might let that one slide...-
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