Customer Experience Specialist, Fresho

• We’re looking for a customer service legend who can bring a strong growth-mindset and a high standard of written English, to provide exceptional customer support and experience, technical support, and issue resolution to our customers, ultimately ensuring their satisfaction with Fresho
• Proven experience providing customer service
• Passion for solving problems and helping people
• Excellent written and verbal communication skills
• Highly organised, capable of managing multiple tasks concurrently
• Demonstrated ability to work independently
• Demonstrated ability to multitask and prioritise in high-pressure environments
• Quick grasp of new concepts with the ability to articulate them effectively
• Strong time management, organisational, and attention-to-detail skills
• Tech-savvy with a problem-solving mindset
• Proficiency in Excel, Google Docs & Spreadsheets

Desirable

• Reports to: Customer Experience Supervisor - UK
• You’ll ably balance speed and quality in a high-volume department, answering questions and solving problems for a wide variety of customers and be involved with improving and updating CX team processes and procedures
• Customer Communication and Technical Support
• Utilise a high standard of written English to respond to client inquiries via email and using Service Cloud (Salesforce)/Intercom
• Respond to customer inquiries via phone, and email in a timely and professional manner, occasionally handling out of hours emergencies
• Troubleshoot and resolve technical issues related to Fresho
• Document customer interactions and resolutions in our CRM
• Provide product training and support to customers as needed
• Report any unusual responses, requests, or feedback to the appropriate channels
• Meet daily case target numbers
• Customer Value Creation
• Together with the Sales and Onboarding teams, identify and implement where Fresho can create value for our customers’ businesses to ensure customer success
• Promote Fresho’s Customer Experience by encouraging positive customer comments on Google, Trust Pilot, and LinkedIn
• Continuously expand and improve your knowledge of our products and services
• Stakeholder Management & Collaboration
• Collaborate with cross-functional teams, including Product Development and Engineering, to address and resolve technical issues reported by customers
• Collaborate with the Sales and Onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers
• Provide customer feedback to our product team
• Maintain professionalism and courtesy while interacting with clients, including global food suppliers, culinary venues, and chefs
• Identify areas of need within the Customer Experience department and help drive process improvements