Customer Experience

3 weeks ago


Notting Hill, 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 pro-active 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 multi-task 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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