Role: Customer Service Executive
Location: Remote first role (in Gloucestershire 3-4 days per month)
Salary: £28k
About Freja
Freja is the UK’s leading bone broth brand, a category that sits between premium ingredients and functional food, with an ecommerce-first business model. Following 4 years of rapid growth and a recent investment round, we are refreshing our brand, and building a team to scale the business.
We’re a small internal team that punches above our weight. We operate a flat structure and a ‘get things done’ mentality. We all roll our sleeves up and execute.
About the Role
We are looking for an enthusiastic customer service professional who wants to be a part of building our brand into a household name with EXCELLENT customer experiences.
This is no ordinary Customer Services job answering routine customer complaints. Instead you’ll be expected to build knowledge about our brand and product, and engage with customers to make sure they have all the information, support, and encouragement they need to make a purchase, and that they are happy enough to recommend us to a friend. The Customer Service Executive is responsible for ensuring that Freja’s consumers and wider stakeholders have a highly engaged experience with the brand, regardless of what channel they use to contact us:
* Responding directly to any order-related, brand-related and product-related customer service questions via the contact portal
* Collaborating with our operations team to ensure that order-related queries end up with a positive resolution
* Redirecting all inbound inquiries via our hello@ and info@ email addresses to the appropriate people in the business
* Engaging appropriately with comments and questions on our social media channels (Instagram, Facebook)
* Ensuring that customer reviews are acknowledged, and replied to as needed, maintaining our online review score
* Reporting on frequently asked questions and customer feedback
About you
This role would suit someone with some understanding of / interest in health food and nutrition, who wants to be part of a great brand on an epic growth journey. Ideally, you will be interested in learning more about the business and how to improve our customer experience.
* Minimum 2 years in a customer services role for a brand
* Everyday social media user, willing to join the conversation
* Comfortable with various communication platforms such as helpdesk tools
* Genuine passion for communicating with people and solving their problems
* Not scared to pick up the phone and go above and beyond for customers
* A true interest in our brand and our product (if you don’t care about our mission, you won’t care about our customers)
* A willingness to grow with the company
* Current right to work and live in the UK
Benefits
We are committed to continuous improvements to our team benefits and ways of working
* The opportunity to play a key role in a growing challenger brand.
* Competitive salary
* All employees will have EMI share options, giving them the opportunity to participate in our success
* Remote-first role, 3-4 days per month in the office.
* Flexible working hours.
* 25 days holiday plus bank holidays.
* The tech you need to get the job done.
* Allocated budget and time off for personal and professional training and development.
* Plenty of bone broth!