Customer Experience Agent

About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 220 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way.

This is an exciting time to join our scaling business, we recently ranked 64th in the Sunday Times 100 fastest growing private tech companies in 2023.

As a profitable scale-up, Bark is in a unique position to offer the best of both worlds; the excitement and agility of a start up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility and stimulation without any of the worry.

About the Role

We are looking for ambitious and professional Customer Experience Agent’s to join our team . This is an exciting and busy role where you will be the first point of contact for the professionals and buyers who contact Bark for support. In this role you will be the voice and face of Bark, expertly guiding our customers through the platform ensuring they get the most of their profile, and helping our professionals to build their businesses. You will be a dynamic problem solver who is able to juggle multiple priorities, whilst delivering an outstanding, next level service.

Our professionals rely on our customer service as we aim to partner with them to help ensure their success is our success. As part of this role you will also have the opportunity to make commission, on top of your base salary, by converting warm leads through upsell opportunities. You will become the voice of the customer internally, as you champion their issues through sharing feedback and ideas you receive in your unique position at the forefront of the action.

Responsibilities

• Handle inbound calls from our valued professionals, ensuring each communication is positive, empathetic and solution-oriented.
• Promptly responding to enquiries via email, resolving issues with a professional-first mindset
• Be a product & customer expert, assisting new and existing professionals with any queries that they may have
• Onboard new professionals, getting them started and selling credits by showcasing the benefits of our platform and offering guidance to get them started successfully
• Talk with prospective professionals, discussing the various benefits of Bark and how we can help them grow their business
• Solve technical issues and support the development of our platform and products through providing vital feedback to the wider business

Shifts

• We operate 24/7 from our central London office. Typically you will work 8.5 hour shifts with a half hour break. Some flexibility is required as all agents work at least one weekend day per month and one week of late shifts. Typically you would work the same shifts time throughout the week. We are also open to alternative working patterns, so when you talk to one of our Talent Partners, ask them for more information.

Typical shift hours;

• Early Shift: 8:00am to 16:30pm
• Morning shift: 9:00am to 17:30pm
• Late Shift: 3:30pm 12:00am (Paid Uber home from the office)

Anyone working the late shift gets dinner provided once a month on a Friday and a cab home provided by us as well as a premium bonus for hours worked after 9:00pm.

Skills and experience

• Customer facing/sales experience desirable (not essential)
• Computer literate (experience with customer service software a plus, we use Zendesk)
• Ability to build strong rapport quickly and confidently with customers
• A driven self-starter, self-motivated with a great work ethic
• Confident in handling diverse queries, able to easily adapt to any given situation
• The ability to handle conflicts diplomatically and find resolutions that satisfy both the customer and Bark
• Ability to multitask and appropriately prioritise, handling multiple email enquiries, calls and admin
• Exceptional attention to detail and follow through

Perks and Benefits

• Uncapped commission (avg. realistic £2,500 per annum, all sales are warm sales!)
• Share options in a rapidly growing, Private equity-backed, company whose founders have a proven track record
• Hybrid working policy; Central office in London (WFH 1 day per week)
• Private health insurance, inc. dental cover, run by Aviva
• L&D allowance; £250 to spend on your personal development
• Enhanced Gympass membership for all employees with access to mental health courses and fitness classes
• Fully stocked kitchen and monthly team lunches
• Financial advisor
• Cycle to work scheme
Regular wellness weeks; inc. industry leading talks, massages, art therapy

Diversity Statement

At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.