Customer Success Associate

2 days ago

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

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

Our mission is to revolutionise a healthier nicotine-free lifestyle, and we're looking for a highly motivated and organised individual to join our team as a Customer Success Associate.

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 eCommerce-specific strategies to secure customer retention and unwavering loyalty
  • Collaborate cross-functionally within the company to ensure product/service improvement based on customer feedback
  • Consistently measure Customer Satisfaction (CSAT) scores in an eCommerce context and proactively develop improvements based on eCommerce customer feedback
  • Reporting 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 prioritisation 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 & career development opportunities
  • Monthly fitness package
  • Team events, quarterly socials, and more
  • 25 days holiday per year excl. Bank Holidays
  • £40/month towards your mental & physical wellbeing
  • Travel to and from work covered

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