Customer Experience Assistant

at Harry's in London

(₤25000 per year)

We built Harry’s with one simple belief: everyone deserves a great shave at a fair price. As such, we seek to provide our own brand of exceptional grooming products direct to our customers online (www.harrys.com).

Since our launch in March 2013, the response from our customers has been tremendous. People deserve quality products and experiences, which is why in January of 2014 we bought our German factory and became the only vertically-integrated shaving brand in the entire universe. We are eager to share Harry’s with even more of the world and are looking to bring amazing people together to help us change the world, one 5-o-clock shadow at a time.

The Team
At Harry's, the customer is at the heart of everything that we do. The Customer Experience Team serves as the bridge between Harry's and the amazing people who use our products. We're the voice of Harry's to our customers and advocates for our customers to the rest of the Harry's team. From new products to marketing initiatives to our website, everything we do is directly influenced by our customers. As a Customer Experience Associate, you'll drive that change, and have a lot of fun doing it!

The Role
As a Customer Experience Assistant, you will work directly with our customers, answering their questions about everything from delivery times to how often they should shave. You will also work closely with the Customer Experience Team at Headquarters in New York to develop and execute creative ideas for improving the customer experience overall. The operation will be core business hours, and initially Monday – Friday, however flexibility to work on weekends and Bank Holidays as required would be ideal.

Here’s what you'll do:
• Thrive in a fast-paced environment tackling an array of customer issues via phone and email
• Become an expert on our products and spread the love of Harry's everywhere
• Deliver above-and-beyond customer service by surpassing our customer's everyday expectations
• Find new and interesting ways to make our customers smile
• Create instant rapport with our customers
• Strategise ways to improve our service, streamline our processes, and better serve our customers
• Master our internal management system in order to efficiently and effectively manage customer relationships
• Coordinate with CX Management to channel customer feedback to all areas of the business such as technology, marketing, design and product teams
• Identify customer trends in real time and communicate to the CX team and other departments

This might describe you:
• Clear communicator via our customer service channels – both on email and phone. You can explain how to use an iPhone to your Grandma. And get her on Instagram too.
• Empathetic to the extreme - you have the ability to meet the customer where they are and immediately put yourself in their shoes
• A knack for building rapport with people quickly and easily
• A strong work ethic and an entrepreneurial spirit
• Eager to learn, grow, and develop your professional skills
• Ability to problem solve and think on your feet, with analytical skills a huge, huge plus
• You take initiative to solve problems and get the job done
• General awesomeness and a sense of humor
• Strong start-up mentality, which a "no task is too small" attitude
• Flexible outlook and keenness to support other areas of the team as required
• Excellent computer and technical skills, including experience with Microsoft Office, the Google Suite
• Familiar with e-commerce and love to teach people about new and exciting tech
• Currently in a Customer Service role, within the hospitality industry, or at another B2C start-up

Here’s who you’ll work with:
• Report directly to the UK Customer Experience Manager
• Work with awesome CX Assistants, in your office and across the pond in the US, who work hard and make the everyday fun
• Work with the rest of your team to build and grow the Harry's team culture

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Published at 23 Feb 2017
Expires on 23 Apr 2017
Viewed: 627 times