Customer Support Contractor

THE ROLE

We are looking for a smart, entrepreneurial Customer Support Contractor to work with our expanding Customer Service team. Your number one priority is customer happiness: your key objective will be delivering the best possible service to customers. You’ll be a critical member of the team and will be working directly with the Head of Communications.

REQUIREMENTS

You may only apply to this role if you meet the following requirements:

- You have 3+ years of relevant experience
- You have previously worked in client facing or customer service roles
- You have experience working in an online environment, ideally for an online consumer brand
- You have excellent English language skills. Written English will be tested during the interview process.
- You are available to work Monday to Friday during UK working hours (9 - 6pm British Standard Time)

RESPONSIBILITIES
- Manage incoming queries on email, social media, online chat and messaging across our websites and marketplace channels
- Support existing customers with any product or order queries
- Respond to customer reviews across all channels
- Liaise with warehouse staff to confirm any order or dispatch information, or to action order changes for customers
- Be the internal voice of our customers; liaise with product team to feedback any problems or improvements for boosting customer satisfaction
- Collect and report customer feedback and other customer success metrics to the Head of Communications


CORE SKILLS
- You have superior English language skills - Your English language skills are at a professional level. You are comfortable communicating on emails and chat with confidence and clarity.
- You have excellent Communication skills - You have the ability to connect instantly with customers, building rapport and gaining trust.
- You are a Problem Solver - You are inquisitive by nature. You ask constructive questions and quickly build an understanding of a customer’s situation. Your aim is to resolve customer tickets with as few interactions as possible.
- You have strong Multi-Tasking abilities - You are organised and can handle multiple relationships, enquiries and ensure all gets resolved in a timely fashion and to a high standard.
- You can handle Challenging Situations - You are comfortable working under uncertainty and will handle any difficult situations with care, understanding and respect.
- You are a High Achiever - You have a track record of working hard to reach targets and achieve results.
- You are a Team Player - You are comfortable working independently as well as seamlessly working and supporting others.

If interested, please contact ---------- with your resume and a short paragraph outlining your motivations for the role.


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ABOUT US - DCB LAB

About Digital Consumer Brand (DCB) Laboratory.

We identify, develop, and launch products online.

We are a group of marketers, data scientists and creative folk trained in brand, direct response, and agency disciplines.

We bring the magic and the logic. We believe that the right Creative is absolutely the Key to a product’s success, but that success does not scale without data and a focus on ---------- 2019 DCB Lab acquired Jean Patrique – a 20 year old mailorder Kitchenware company, and proceeded to pivot to an E-commerce direct to consumer model. With sales rising sharply pre (and post) COVID, we are expanding the team to support the growth.