Customer Service Assistant

**About us**

Bodywise (UK) Ltd is responsible for the Natracare brand, a pioneer and world leader in natural period and personal care products. For over 30 years we’ve led the campaign for health, the environment, equity and human rights within the sector and supply chain.

Our mission is to drive change for the good of people and the planet. In 2019 Natracare became the first period care product brand to join the 1% for the Planet giving scheme and more recently became B Corp certified. We have a calm, friendly working space. We’re a Bristol based, family run business with a strong ethical drive and a passion to do things better.

**The role**

As Natracare’s Customer Service Assistant, you’ll be the friendly first point of contact for all consumer interactions with Natracare. You’ll help customers navigate our eCommerce platforms, place and track orders, find the right products, and resolve any quality-related queries.

You’ll utilise excellent written and verbal communication skills to respond quickly, clearly, and empathetically, helping to ensure every customer feels valued and supported and any issues are resolved well. This role involves working across multiple eCommerce platforms with an international user-base, so confidence in multi-tasking and using tools to help track and manage a diverse workload is essential.

Collaboration will be central to your success — you’ll work closely with our Quality Assurance, Logistics and Marketing teams to maintain high standards and deliver a consistent and positive customer experience. If you have a genuine passion for customer service, enjoy solving problems, and want to work for a sustainably minded company making a positive impact, this could be a perfect opportunity for you.

**Key responsibilities**

**Customer communication and support**
- Assist customers with orders: placing new orders, tracking shipments, managing subscriptions, and processing refunds or issues.
- Provide accurate product information and tailored recommendations to help customers make informed choices.

**Complaint resolution and quality assurance**
- Process complaints and quality concerns by investigating issues and ensuring customers receive clear, timely resolutions.
- Liaise with different departments and teams internationally to coordinate quality issues.
- Help issue corrective and preventative action requests and escalate complex or sensitive issues to senior staff to ensure swift investigation.
- Maintain detailed, accurate records of all customer interactions and transactions in line with our Quality Management System.

**Cross-team collaboration and projects**
- Work closely with internal teams including Logistics, Quality Assurance, and Marketing to ensure orders are fulfilled accurately and on time.
- Support cross-departmental projects by providing ad-hoc assistance when required.
- Stay informed about product updates, new launches, and industry trends to deliver knowledgeable, up-to-date service.

**Performance and process improvement**
- Achieve and exceed performance goals related to customer satisfaction, responsiveness, and quality management.
- Contribute to process improvement by identifying opportunities to enhance the customer experience and streamline workflows.

**What you’ll bring**:

- Prior customer service experience
- Excellent verbal and written communication skills
- Ability to manage and monitor multiple open tickets
- Strong problem-solving and decision-making abilities
- Effective time management skills
- Ability to multitask and prioritise tasks
- Experience with CRM and/or tools and systems to organise workflow and tickets
- Familiarity with eCommerce platforms and user experience

**Hybrid working**

We are based in North Bristol. This role requires two days in the office, with the option to work remotely on other days of the week.

**More reasons to choose us**
- 22 days annual leave plus bank holidays and 2 extra days at Christmas, base annual leave increases to 25 days after the first 12 months
- Free organic fruit, tea, coffee, and milk(s) in the office
- Free bike lockups and showers
- Free parking and electric charge points
- Swap up to five office days a year to work remotely anywhere, including abroad
- Two paid volunteering days annually
- Opportunities for continued professional development and paid training, events and workshops
- Enhanced employer pension contribution - between 6% to 8%
- Enhanced paid maternity leave
- Annual work anniversary gift cards
- Cycle to work scheme
- Electric vehicle salary sacrifice scheme
- Bloody Good Employer accredited creating a fairer and safer workplace for employees that menstruate or are experiencing the menopause

**To apply**

**Equal opportunities**

It’s our ambition to create an inclusive environment where we can all be ourselves and work together as one united team. We are committed to enabling everyone to thrive, and understanding and celebrating our differences, is a key part of that.

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