We are a bright, vibrant, fun and hardworking team who place professionalism, kindness, compassion and understanding high up on our list of priorities. We need you to also display those qualities and be a calm and confident team player, someone who easily slots into a small established team, helping and supporting each other as the business and team expands rapidly.
Excellent communication skills via phone, email and across social media channels and their application to deliver the highest levels of Customer Care
Proven competencies in English (both written and oral) together with the ability to listen and analyse situations effectively
Good numeracy skills
Ability to work as part of a team but also able to work on your own initiative
Computer literate and good working knowledge of Microsoft Office (word, excel, PowerPoint, outlook etc)
Previous experience in a customer service role would be preferred but not essential
Essential Character Skills
An empathetic nature
Ability to adapt/respond to different types of characters
Ability to multi-task, prioritise and manage time effectively
Ability to work under pressure and resolve conflict
Confident at troubleshooting and have the initiative to investigate if you don’t immediately have enough information to resolve customer complaints.
Ability to maintain a positive attitude, even when faced with misplaced criticism or frustration.
Commitment to improve your own customer service skills on an ongoing basis.
Desire to support and care for new and expectant mothers, going above and beyond to deliver outstanding customer service
Confidence to question and investigate existing processes and procedures in order to protect and improve the customer experience
Role and Responsibilities
Reply to all product queries and enquiries, escalating any serious concerns to the relevant member of staff
Manage and prioritise multiple concerns simultaneously
Take ownership and accountability for following up on customer issues and concerns through to resolution
Ensure that all refunds are processed within the timeframe stipulated in the customer service framework document and that the policy for carrying out this procedure is followed
Ensure that all other emails are forwarded to the appropriate person for them to deal with, depending on urgency of the message. Follow up with key team members to ensure action, as required.
Reply to retailer, wholesaler and brand ambassador enquiries using the My Expert Midwife framework document templates
Deal with all general customer service enquiries, either through social media, by telephone or via email with the time limits stated in the customer service framework document
Ensure that all the reviewer product packs are sent out in a timely manner and to the specification stipulated in the customer service framework document and keep appropriate records
Ensure that all reviewers are followed up personally within 7 days of sending each reviewer product pack and to the specification stipulated in the customer service framework document and keep appropriate records
Be prepared to take the extra mile to engage positively with customers
Key Performance Indicators
Maintain, or exceed the current levels of excellent customer service
Ensure that all refunds are processed within the timeframe stipulated in the customer service framework document
Ensure that all product enquiries, queries and complaints are dealt with within the timeframe stipulated in the customer service framework document
Always aim to convert a customer email into a review.