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Customer Experience Associate

4 months ago

London, UK, United Kingdom The Nue Co. Full time

The Nue Co. is looking for a detail-oriented, self-motivated Customer Experience Associate to join our London office, reporting into the Logistics Manager.

Role Description

This is a full-time, hybrid role, for a Customer Experience Associate. This role will be 3-4 days based in office. As a Customer Experience Associate, you will be responsible for providing excellent customer support and ensuring customer satisfaction. This is a great opportunity for someone with some pre-existing Customer Experience who is looking for the opportunity to further develop their skills, with those that demonstrate aptitude for improving the performance of the Customer Experience function to have the opportunity for growth and expand their responsibilities into the Logistics and Warehousing sphere. We also welcome those that do not have a background in Customer Experience but have a background in the the key points of experience noted below. This is suited to juniors only. Managers or directors are not aligned to this level of vacancy.

Responsibilities

  • Be the first point of contact for online visitors
  • Ensure all customer queries are responded to in a timely and engaging manner using customer services platform Gorgias
  • Becoming a product expert, knowing our range inside out and understanding how to help a customer navigate the collection
  • Build and maintain online customer relationships offering a custom service that inspires brand loyalty
  • Immediately escalating sensitive complaints or issues that require urgent attention
  • Work closely with other key internal teams within the business to resolve day-to-day queries
  • Build data to report on customer issues and product feedback that the wider team can use to drive improvements
  • Administrate and oversee the returns process, ensuring refunds and stock processes are adhered to
  • Navigate the Warehouse Management System (WMS) to pull order and product information in order to respond to customers quickly and efficiently
  • Communicate directly with our international 3PL’s to request order updates and to organise replacement orders where required
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience

Key Experience

  • 1+ years in a customer service role
  • Use of Shopify platform is preferable
  • Decent standard of IT literacy – maintaining customer feedback report on Microsoft Excel

Key Attributes

  • Excellent customer service and communication skills
  • An enthusiastic and positive attitude with the willingness to learn
  • Self-motivated and able to multitask
  • A mindset of continuous improvement

At The Nue Co. we are redefining supplements. The way you feel about them, the way you take them, the way you buy them. The Nue Co. is one of the most innovative players in the self-care/supplement industry, best known for category-defying probiotics, nootropics and functional fragrance. We merge science and natural innovation to offer functional supplements to those who are mindful of their health, but not defined by it.