Customer Success Associate

15 hours ago

London, Greater London, United Kingdom ripple Full time
About ripple+

Ripple is a consumer wellness brand that offers innovative, single-use recyclable diffusers made from natural, organic ingredients. Their unique botanical blends provide a non-addictive, nicotine-free alternative to smoking and vaping.

Job Description

We are seeking a highly motivated and organized individual to join our team as a Customer Success Associate. This role requires an excellent grasp of the English language, a customer-centric mindset, and the ability to handle multiple platforms and manage a team.

Key Responsibilities
  • Process and work through customer tickets to the highest standards on a daily basis
  • Manage the customer success team to ensure work is being done at the right quality and efficiency
  • Manage all tools and platforms used for customer success and communication
  • Act as the primary contact for customer-related escalations, ensuring standard procedures and resolutions are implemented
  • Implement e-commerce-specific strategies to secure customer retention and loyalty
  • Collaborate cross-functionally to ensure product/service improvement based on customer feedback
  • Measure Customer Satisfaction (CSAT) scores and develop improvements based on customer feedback
  • Report on all customer success activities
Requirements
  • Excellent verbal and written communication skills and the English language
  • A customer-centric mindset and approach
  • Experience in Customer Success/Service
  • Efficient multitasking and prioritization skills
  • An excellent eye for detail
  • Good grasp of numbers and the ability to report using Google Sheets and Excel
  • Ability to learn and use new software and platforms quickly and efficiently
What We Offer
  • A supportive working environment
  • Plenty of training and career development opportunities
  • A monthly fitness package
  • Team events and socials
  • 25 days holiday per year, excluding Bank Holidays
  • £40/month towards mental and physical wellbeing
  • Travel to and from work covered

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