Customer Success Associate

4 weeks ago

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

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

Ripple is revolutionizing a healthier nicotine-free lifestyle by providing a unique and effective solution for those looking to quit e-cigarettes or simply seeking a recreational plant-powered puff.

Overview of Role

We are seeking a highly motivated and organized individual to join our team as a Customer Success Associate. This position requires an excellent grasp of the English language, a love for customer success, the ability to handle numerous platforms, and experience in managing a team.

The ideal candidate will be responsible for executing customer success across multiple platforms and ensuring a high satisfaction rate for all our e-commerce customers. In addition, the role will include building retention strategies within the business.

Key Responsibilities
  • Process and work through customer tickets to the highest standards on a daily basis
  • Manage the customer success team to ensure that 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 all customer-related escalations from the team
  • Implement e-commerce-specific strategies to secure customer retention and loyalty
  • Collaborate cross-functionally within the company to ensure product/service improvement based on customer feedback
  • Measure Customer Satisfaction (CSAT) scores in an e-commerce context 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
Why You'll Love ripple+

We offer a supportive working environment, plenty of training and career development opportunities, a monthly fitness package, team events, quarterly socials, and more.

  • A supportive and friendly team of hard-working people
  • 25 days holiday per year, excluding Bank Holidays
  • £40/month towards your mental and physical wellbeing
  • Team events and socials
  • Travel to and from work covered

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