Role Description:
At The Nue Co., we don’t want to just have good customer service: we want to set the standards for our sector. We are looking for a customer-obsessed, product-obsessed, data driven individual who can anticipate customer needs and deliver personalised customer experiences. We are looking for someone who is positive, open, and employs out-of-the-box thinking to an area of business that can be challenging and fast paced. You will be responsible for managing the day- to-day operations of the customer service department, ensuring customer satisfaction, and implementing customer service strategies that align with the company's goals.
Responsibilities:
* Manage all points of communication with customers via the Gorgias platform
* Be a product expert supporting customers throughout their purchasing journey
* Manage our VIP customers and proactively drive business recommendations to retain these customers (consultations, first access events, product trial etc.)
* Own the Ecommerce experience – from order placement to delivery and everything in-between
* Ensuring all orders sync from our website to the warehouse and fixing sync errors
* Communicate with customers when they do reach out, ensuring carefully considered and personalised responses leaving a lasting impression
* Work collaboratively across the organisation to stimulate and drive improvement with a close relationship to the growth function & operations
* Report on customer success measures: customer satisfaction, SLA, VIP customers, contact reason, operational issues, subscription, Trustpilot
Experience:
* Excellent communication skills
* Collaborative problem solving attitude
* Be comfortable analysing data and deriving insights from data
* Be comfortable with Excel
* Familiar with Shopify, Gorgias, and Klaviyo