Full-Time Customer Experience Assistant

Role: Customer Experience Assistant

Reporting to: Customer Experience Manager

Hours: 10am - 7pm (UK time)

Background

Our client is the leading property marketplace for the food industry.

They work with landlords across retail, leisure and food services, listing properties like takeaways, restaurants, dark kitchens, pub kitchens and central production units. They utilise kitchen space in places like sports stadiums, bingo halls and galleries, helping high growth food vendors find, license and utilise commercial space across the UK.

Job brief

Our client is looking for an experienced and confident Customer Service Assistant to enhance their customer experience and provide first class support for their Hosts and Food Vendors via remote channels. The successful candidate will be the first point of contact for all new and existing customer enquiries and will become an expert in understanding their customers’ needs. If you’re interested in working for a tech start up with a bright future, recent funding, and ambitious plans to take over the commercial property and F&B sector, this could be the perfect role for you.

Responsibilities

• Provide first class customer experience by building customer trust and satisfaction
• Build and maintain relations with new and existing clients via phone and email
• Identify Host and Food Vendor needs and respond proactively to all of their requirements
• Arrange check-in and check-outs via Safety Culture and provide mediation where necessary
• Handle all incoming customer queries, via email, phone, Livechat and WhatsApp
• Ensure H&S compliance and insurances are up to date
• Conduct monthly catch ups with current Hosts and Food Vendors and assist with any concerns or contract queries
• Provide assistance with financial enquiries
• Use and update CRM online system, log complaints etc
• Collate customer feedback and analyse results to improve experience and provide feedback to the wider team
• Continuously review and suggest improvements to existing customer service processes and workflows to enhance efficiency and customer satisfaction

Requirements

• Experience handling complex customer problems
• Confident and great interpersonal skills to build relationships, strong verbal and written communication skills
• Tech-savvy: Proficiency in Google Docs, Google Sheets, Hubspot, and communication tools like Slack, Gmail and Whatsapp
• Comfortable providing assistance with financial enquires and handling invoices
• Organized and experience of multi tasking and prioritizing your workload
• Enthusiastic self-starter, happy to work on your own as well as part of a team

Benefits

• Competitive salary based on experience.
• Flexible remote work environment.
• Opportunity to work with a dynamic and growing team.

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