Consumer Relations Specialist

Location
City Of London
Salary
£35000 - £40000 per annum
Posted
12 Jul 2019
Closes
09 Aug 2019
Ref
DUCONSUMER18611
Contact
Daisy Ussher
Job Title
Customer Services
Industry Sector
Creative, Luxury, Marketing
Contract Type
Permanent
Hours
Full Time
Consumer Relations Specialist
Shoreditch
Permanent
£35,000 - £40,000 Benefits + Bonus

A rapidly growing food and drink start-up is looking for an outstanding Customer Relations Specialist to join their successful team in the heart of Shoreditch.

WHAT YOU’LL DO

This is the most valued role in the business. You will be the kind of person who enjoys communicating at all levels, is naturally proactive and has impeccable verbal and written English skills.
  • Responding to consumer inquiries in social media, forum queries, emails and telephone calls. This area of responsibility includes:
  • Ensuring that correct and consumer-adapted answers are given to questions within a reasonable time, and getting in contact with HQ if unsure of an answer.
  • Developing strong and trusted relationship with consumers through timely and accurate communications.
  • Answering questions and discussing the product’s values, statements and products.
  • Being in tune with the product’s tonality when interacting with consumers.
  • Being familiar with the product’s knowledge bank to be able to find accurate information and facts as a basis for consumer responses.
  • Following guidelines given by HQ
  • Being up to date with changes within the company that are of importance to the consumers
  • Managing complaints and consumer issues in close collaboration with colleagues in the Communications Department and Quality Department at HQ; registering complaints in internal systems and having dialogue with the Quality Department. Answering and compensating consumers.

Other tasks include:
  • Distributing queries to colleagues as needed.
  • Providing statistics of incoming queries to the wider team
  • Making consumers' views and wishes known within the company 
  • Staying up to date with company news, product ranges, promotions and events that may be of interest to our consumers

THE IDEAL CANDIDATE 
  • You have the personality to succeed in this role dedicated, supportive, positive and trustworthy.   
  • You believe in the company mission and our role in advancing those goals - building a company committed to sustainability, superior nutritional health, and trust. This is important to you and you have been dreaming of finding a company that aligns this closely with your personal values!  
  • You have 3+ years of experience in a similar role; dealing first-hand with consumers. 
  • You have excellent social skills and are a true communicator. 
  • You are confident when speaking and responding to consumers. You can show sensitivity when required but are also thick-skinned when it comes to dealing with complaints or negative feedback. 
  • You have a flexible approach with the ability to undertake tasks at short notice.
  • You stay calm in a crisis and deliver solutions with a calm, pragmatic approach. 
This role will pay up to £40k (DOE), in addition to a bonus. Other benefits include:
  • 25 days holiday (exclusive of public holidays)
  • Private medical insurance
  • Progression to a Management position
  • Fun, collaborative relaxed environment
This a really exciting role where you’ll be surrounded by a supportive and friendly team. We are looking to shortlist this role asap, so apply today.

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