Customer Experience Specialist (Hybrid)

Hello we’re Symprove, pioneers in microbiome research and on a mission to change the lives of people with gut health related conditions. Our research with world leading research institutes is uncovering just how many aspects of our health are tied to our gut and the life-changing role Symprove can play.

Key purpose of the role

Our Customer Experience Specialists are key ambassadors of Symprove. You will be responsible for building relationships with our customers, handling their queries and requests as well as identifying gaps or concerns customers may come across in their interactions with us. Additionally, you will be responsible for ensuring we deliver operational excellence for our customers, guarding and protecting our brand’s reputation.

Key responsibilities

• Manage inbound and outbound contacts with customers
• Ambitious, result-oriented mindset with a bias to action
• To be able to handle contact across a range of touchpoints, for example: voice, email, current CRM, Trustpilot, Amazon
• Engaging with customers, demonstrating product knowledge whilst delivering a quality service
• Maintain great customer satisfaction, resolving complaints efficiently and appropriately
• Process orders (and any subsequent amendments/cancellations) accurately, ensuring they comply with Sales & Marketing terms and promotions
• Up-selling products where appropriate
• Be the voice of our customers, providing insight on the Customer Experience
• Ensuring the Customer Experience strategies are aligned to the larger business goals and outcomes

Qualifications, skills and knowledge

Qualifications

• A good standard of general education: Any university degree or equivalent required

Significant and proven experience in the following areas

• Prior experience in customer care roles (2+ years)
• Shopify, Recharge, Gorgias and Talkdesk knowledge (desirable)

Personal qualities and skills

• Understand what great customer service should be and able to provide a consistently high level of customer care
• Ambitious, result-oriented mindset with a bias to action
• Excellent written and verbal communication skills
• Patience and calm under pressure
• Can-do approach and passion for making an impact
• Good work ethic and positive attitude
• Strong IT skills

Job requirements

• Full driver's license