Customer Service Representative

7 days ago

London, Greater London, United Kingdom NIO Cocktails Full time
About NIO Cocktails

NIO Cocktails is a leading innovator in the world of ready-to-enjoy cocktails, with a strong presence in Italy and the UK. Our brand is built on the concept of simplicity: just shake, tear, pour. We aim to provide the highest quality in both recipes and ingredients, making it easy for customers to enjoy their favorite cocktails whenever they want.

The Role

We are seeking a Customer Experience Specialist to join our team for a 6-month period. This role will work closely with the Global Head of CRM to build an exceptional customer service experience across the customer journey. You will be responsible for leveraging traditional and non-traditional channels to service customers, inspire loyalty, and deliver a gold standard in customer service in the UK.

Key Responsibilities

  • Handle customer complaints and provide solutions within company KPIs or SLAs.
  • Identify and assess customer needs to achieve satisfaction and escalate enquiries as required.
  • Respond to customer reviews within agreed timeframes.
  • Gather customer feedback and share with relevant stakeholders.
  • Work with our logistics team to resolve held orders and shortages.
  • Assist in compiling reports on CS KPIs, damages, and shortages.
  • Manage the claims process with our chosen couriers.
  • Collaborate with our outsourced customer service overflow team.

About You

We are looking for a candidate with 1 year of experience in a customer experience function, with a strong background in customer service. You should be comfortable working in a fast-paced environment and have experience with customer service systems. Fluency in English is required, with a second language spoken between Italian or German being a plus.

Location and Hours

This role is based in the London office, with 2 days per week spent in the office and 3 days working from home. The working hours are 40 per week, with immediate availability required.

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