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Customer Care Specialist

7 months ago

Farnham, United Kingdom Symprove Full time

_Hello we’re Symprove, pioneers in microbiome research and on a mission to change the lives of people with gut health related conditions. Our research with world leading research institutes is uncovering just how many aspects of our health are tied to our gut and the life-changing role Symprove can play._

**Key purpose of the role**

Our Customer Care Specialists are key ambassadors of Symprove. You will be responsible for building relationships with our customers, handling their queries and requests as well as identifying gaps or concerns customers may come across in their interactions with us. Additionally, you will be responsible for ensuring we deliver operational excellence for our customers, guarding and protecting our brand’s reputation.

**Key responsibilities**
- Manage inbound and outbound contacts with costumers
- Ambitious, result-oriented mindset with a bias to action;
- Engaging with customers, demonstrating product knowledge whilst delivering a quality service
- Maintain great customer satisfaction, resolving complaints efficiently and appropriately
- Process orders (and any subsequent amendments/cancellations) accurately, ensuring they comply with Sales & Marketing terms and promotions
- Up-selling products where appropriate
- Be the voice of our customers, providing insight on the customer experience
- Ensuring the customer experience strategies are aligned to the larger business goals and outcomes

**Qualifications, skills and knowledge**
- Qualifications_
- A good standard of general education: A levels or equivalent desirable
- Significant and proven experience in the following areas:_
- Experience of E-commerce and computerised ordering systems;
- Prior experience in customer care roles (desirable);
- Shopify, Recharge, Gorgias and Talkdesk knowledge (desirable).

**Personal qualities and skills**
- Understand what great customer service should be and able to provide a consistently high level of customer care;
- Ambitious, result-oriented mindset with a bias to action;
- Excellent written and verbal communication skills;
- Patience and calm under pressure;
- Can-do approach and passion for making an impactl
- Good work ethic and positive attitude;
- Strong IT skills;
**Job requirements**
- Full driver's license

**Job Types**: Full-time, Permanent

Pay: £26,250.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Work from home

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

Work Location: Hybrid remote in Farnham