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Job Overview
We are seeking a strategic and results-driven Customer Success & Operations Assistant to join the customer success and service team. This role is a stepping stone to potentially leading customer success and managing a team. The ideal candidate will have strong problem-solving skills, take full ownership of issues, drive resolutions, and focus on improving operational efficiency and reducing costs.
Duties
1. Integrate within the customer success team and support daily operations.
2. Understand and resolve customer issues, taking full ownership until resolution.
3. Improve customer satisfaction, retention, response times, and overall buying experience.
4. Identify and implement process improvements to enhance team performance and reduce costs.
5. Act as an escalation point for complex issues.
6. Analyse inefficiencies and uncover cost-saving opportunities.
7. Develop and maintain detailed process documentation and SOPs.
8. Monitor and report on performance metrics (e.g., customer satisfaction, response times).
9. Collaborate with Sales, Product, and Marketing to align goals and streamline operations.
Skills
1. Proven experience in customer success or customer service.
2. Excellent written and verbal communication skills.
3. Additional European languages are a plus.
4. Comfortable handling customer and supplier calls.
5. Experience working with remote and hybrid teams.
6. Strong leadership skills with a desire to grow into a management role.
7. Highly motivated with a positive attitude.
8. Analytical mindset with the ability to solve complex problems.
9. Ecommerce experience is a plus.
10. Proficient in using software applications:
1. Microsoft Office, Google Suite
2. CRM (e.g., Salesforce)
3. eBay, Amazon, Outlook
4. Warehouse and Order Management Systems
5. Delivery Tracking Platforms
This role offers a unique opportunity to develop leadership skills and drive meaningful improvements in customer experience and operational efficiency.
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