Customer Service Executive

2 weeks ago

London, United Kingdom fwip Full time

**Customer Service Executive**
**Location - West London**
**Salary - Competitive salary (depending on experience)**
**Working Hours - Weekday Mon-Fri, Weekend positions available**

**WELCOME TO FWIP**
fwip, the worlds smallest gelateria, is one of the UKs most exciting food technology
companies. Creators of the Portobello machine and winners of a whopping 32 coveted Gold
Stars from the Great Taste Awards, already in over 1,000 locations across the UK and
Germany and were investing heavily in our growth.
Most companies laud their secret recipes, fancy innovations, or even luck as the reason
behind their success. At fwip, while we eat too much ice cream (fact), have some pretty
funky innovations, and believe that the harder we work, the more luck we seem to have, the
secret sauce that has us going strong is our people - and that includes our visionary VC
investors that have our back

**THE MISSION**
As a member of the Customer Success team, you will be vital in delivering sterling aftercare

and ongoing support of the existing client base. You will have an exceptional telephone

manner, provide out of this world customer care to our existing fwip club members - and can

charm the back legs off a donkey

Youll build strong relationships with our existing customer base & understand their fwip

needs - so you can provide effective solutions to any issues raised and form strong metrics

of customer satisfaction.

Duties will include:
Account Management
- Provide exceptional B2B and B2C Customer Service and ensuring products are

received in a timely manner
- Hit individual and team targets of one call resolution, resolved-query time frames,

quality assurance and always striving to increase our Net Promoter Score
- Sending all Club Members updated marketing material and ensuring it is shared

the fwip way across stores & social media
- Forecast and track customer account metrics
- Inform customers about new features and functionalities - as we constantly keep

innovating
- Daily checking of the internal portal to see which machines are online &
offline,track customer account metrics such as ice cream pod sales per location

and calling customer locations where machines are offline to understand if there

are any issues
- Identify opportunities to grow business with existing fwip Club Members

Service Support & Administration
- Being a first point of contact for customer calls & enquiries - the noble work of

making our customers feel special
- First tier troubleshooting for technical queries and issues that may arise and

liaising with the operations team to resolve
- Keeping the Sales and Operations teams up-to-date and informing them

immediately of any issues that have arisen within our existing client base - fixing

any concerns faster than Speedy Gonzalez could create that wow-factor with the

customer
- Updating our CRM (Odoo) at all times by inputting data, allocating & logging tickets

customer, as well as any external or internal communications relating to accounts.
- Using and updating a range of other systems such as Aircall & G-Suite (particularly

Data Studio & G-sheets, docs etc.)
- Ensure customers receive requested products and services within SLA
- Handle administrative requests and queries from management
- Liaise with the Operations & Logistics department to ensure timely deliveries of

products
- Gather customer feedback and present findings to the Sales and Marketing teams

**KEY PERFORMANCE INDICATORS**
- Ability to hit KPIs such as outbound call volumes, % of issues resolved over the

phone, inbound resolution, quality assurance etc.
- Machine metrics such as online versus offline
- Promoting and obtaining sign ups to various marketing campaigns

**OUR IDEAL CANDIDATE REQUIREMENTS**
We know telephone and business development work isnt right for everyone so were looking
for someone who is happy picking up the phone, works fast, multi-tasks easily with supreme
organisational skills and a mouth that runs as fast as your fingers on a keyboard Youll have
no fear of talking to people on the phone and be tenacious in seeking out new business and
leads. Above all, youll have personality: whether youre as charming as Matthew McConaughey, funnier than Ellen or more smooth than Luther Vandross, you have the X factor that makes anyone get off their chair and want to go skydiving with you. Either way, you can charm dogs off of a meat truck. Maybe even convince them to go Vegan

**SKILLS**:

- Strong personal organisation with a high level of attention to detail
- Use of Customer Relationship Management (CRM) software
- Use of G-Suite (Gmail Professional), Social media, Virtual telephony systems
- Excellent English (written & verbal) or any other language skills is a bonus
- Excellent negotiating, problem solving and influencing skills
- Understanding of customer satisfaction metrics

**EXPERIENCE**:

- Ideally 2 years experience within a similar position focusing on Customer Success or

Account

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