Job Description

Title:

Customer Service Assistant

Reports To:

Customer Service Team Leader & Campaign Manager

Location:

Office based role in Debden, Essex

Salary:

up to 25,000

Benefits

:

Free on-site parking

On-site gym

Pension Scheme

22 days annual leave with pay, in addition to statutory public/bank holidays.

Schedule

: Day shift, Monday to Friday

A fantastic opportunity has arisen with a fast paced, growing start-up App which is helping thousands in the UK save money every day. We are recruiting for an outgoing and enthusiastic individual to join our growing team that can work across our multi-channel consumer engagement channels, responsible for delivering an exceptional customer experience.

Main Purpose of the Role

To be responsible for handling incoming customer queries and providing accurate information regarding all in app features. Consistently providing exceptional customer service, promoting brand loyalty and contributing to the overall success of the company.

Key Deliverables

Duties to include, but are not limited to:

Support in providing the highest level of customer service to build customer loyalty to the JamDoughnut brand.

Report on key KPIs around customer engagement and satisfaction.

Manage our multi-channel consumer engagement channels (email, chat, social media, and WhatsApp)

Develop and manage self-service support methods within Intercom helping consumers to proactively receive advice and support within the App

Proactively identify and feedback initiatives based on customer insights

Manage our risk process with management of Know Your Customer

Monitor and manage customer reviews ensuring we optimise positive reviews and resolve any customer issues

Monitoring overall customer satisfaction levels liaising with marketing and the management team to ensure any known issues are raised in a timely manner

The Ideal Candidate

Enthusiastic about working in a start-up environment

Ambitious and driven with strong written, listening and verbal communication skills

Excellent attention to detail and the ability to deliver solutions

Ability to manage own workload and meet timelines

Work as an effective team member

Excellent customer service skills - ability to provide solutions

Job Type: Full-time

Pay: Up to 25,000.00 per year

Benefits:

Free parking On-site gym On-site parking Transport links
Work authorisation:

United Kingdom (required)
Work Location: In person