Customer Service Executive

We are looking for a talented, motivated Customer Service professional to play an important role in the IKAWA’s key support activities, serving thousands of IKAWA roaster users including coffee enthusiasts, cafes, roasteries, traders, and coffee growers around the world.
You will be responsible for key areas of work centred around how we provide after-sales support and servicing to all our customers. This will involve the use of our customer support platform, ZenDesk, to provide excellent customer service and coordinate after sales servicing globally from our UK Service Centre.
Your role will also take on more specific responsibilities with customers of IKAWA Home - being the main point of contact for existing and proactive customers to provide support about our products, new customer onboarding, as well as the core support we offer.
In practice, you will be one of IKAWA’s most important brand ambassadors with every day presenting the opportunity and responsibility to promote our values and improve our reputation through customer interactions. As such, you’ll need to work cross-functionally developing great working relationships with all departments - as well as broad knowledge of all things at IKAWA - from how our products work to the process we follow for acquiring new customers, and beyond.
You will be working closely with our existing team in Support, Operations, and Production to meet and exceed customer expectations - as measured by a high Net Promoter Score (NPS), fast resolution of customer issues, and customer retention.
Reporting directly to the Management team at IKAWA, this is a role that has scope for development and increased responsibilities as IKAWA grows.
For the right person, this is an exciting opportunity to become integral to what we do.

Core responsibilities
Customer-facing support:

- Customer support coordination, responsible for managing customer interactions from start to issue resolution as efficiently as possible whilst delivering a positive customer experience.
- Providing basic technical support on IKAWA roasters both internally and especially externally to customers during the support process.
- Advising customers on our suite of service offerings, including preventive maintenance and the option to upgrade to our newer roaster models.
- New customer ‘1st mile’ support, advising on the best ways to find success with our products.

Administration:

- Administration of our CRM, keeping customer account records up to date.
- Internal reporting to ensure the customer’s feedback and experiences are accurately reported to key stakeholders who can put improvements in place.
- Accurate and timely administration of ZenDesk, our support platform for all customer interactions.
- Creation of reports
- Other valuable administrative tasks as they come up across Sales, Marketing, and Product Development.

IKAWA Home:

- Responsible as the first point of contact for all communications about IKAWA Home.
- Administration of new orders, liaising with IKAWA’s operational team to fulfil and manage value delivery, reporting of key metrics, and management of eCommerce platforms.
- Administration and coordination of order fulfilment across roasters, green beans, accessories, and digital sales on our app.

**Requirements**:
Experience, Skills and Personal Qualities:
A deep understanding of the coffee industry, and IKAWA roasters will be very valuable.
- Proven experience providing excellent, kind, and empathetic customer service.
- Experience in providing solutions based on customers needs. We believe the ability to do this efficiently is a customer service skill that cannot be underestimated.
- Excellent interpersonal skills, with the ability to adapt and respond to customers worldwide.
- Clarify in verbal and written communications, with an excellent command of the English language.
- Ability to multitask, prioritise, and manage time effectively.
- A positive, can do attitude. Confident and enthusiastic to achieve.
- Resourcefulness and creativity with the ability to independently solve problems.
- Collaborative team player
- Experience and/or keen interest in coffee (specifically roasting, sensory, and/or green coffee).
- Business level language skills, in particular Spanish would be an advantage.
- Interest in working with/for start-ups.

**Benefits**
Competitive salary, based on experience and suitability to the role.

MacBook and any additional software.
22 days holiday, growing by +1 each year for three years.
Access to company pension scheme.
Cycle to work scheme.
Fruit and snacks available daily in the office.
Regular brunch/lunches and other social activities.

**Salary**: £6,000.00 per year