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Customer Happiness Assistant at thortful

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  • Hybrid (London)
  • fulltime
  • ₤23000 per year
  • -
  • Welcome to thortful

    We are on a mission to make the world a more thortful place. Our community of designers and illustrators create witty, topical and unique greeting cards that make people smile, laugh, and feel a sense of connection. At thortful, we use the best tech to make the experience of finding, sending and receiving cards simple and fun.

    We champion independent creatives and small businesses, paying our creators an industry-leading royalty rate for each card sold.

    Our journey to making the world a more thortful place is always full of fun; we think like entrepreneurs, are open minded and inclusive, and always put customer happiness at the heart of what we do.

    We’re passionate about what we are building and we hope you will be too.

    About the team

    Our Customer Happiness team does just that, they keep our customers happy! We take pride in our approach to customer care, always going the extra mile. The team is responsible for managing all customer communications and queries via different channels.

    They really are busy bees, especially during our seasonal occasion peaks, but they make sure our customers don’t know any different and deliver the best service all year round. From responding to tweets, and answering calls, to managing the inbox; the Customer Happiness team helps make the world a more thortful place, one customer interaction at a time.

    What we’d like you to do

    • Help keep our customers happy across different comms channels (email, phones, chat, whatsapp and social!) - you'll need to be friendly, professional, and be able to take the initiative to solve problems quickly and efficiently
    • Support your colleagues on the customer happiness team by advising each other on how to best help customers
    • Liaise with our printers and suppliers to manage orders and resolve any issues
    • Work closely with our tech team to report problems and suggest fixes
    • Share your thoughts and opinions with us; we are always looking to improve as a team and a business, so don’t be afraid to speak up
    • Have a desire to learn, grow, and develop an understanding of customer needs

    About you

    • You are self-motivated, you enjoy working in a start-up environment and thrive in a fast moving environment
    • You have fantastic communication skills
    • You are empathetic and have the ability to step into a customer’s shoes
    • You pay attention to detail, you have a natural ability to think on your feet to solve problems and you are organised
    • You have a positive, enthusiastic attitude and a good sense of humour
    • You are comfortable managing a range of tasks independently but not afraid to ask for help when needed
    • You have a willingness to learn and the ability to adapt quickly across whatever tasks come your way
    • You’re passionate about what we do and want to be part of our mission to make the world a more thortful place

    Some of the thortful perks

    • The opportunity to develop and grow fast, and learn a whole lot along the way about the operation of a company
    • A central London office featuring a jungle like vibe (we like plants!), and a large supply of coffee and snacks; at the moment, the whole team is in the office on Wednesdays and Thursdays but you can work from here everyday if you like!
    • 33 days annual leave inclusive of bank holidays (increasing with length of service) + opportunity to sell back unused days
    • Discretionary bonus scheme
    • Private health insurance with Vitality and Sanctus mental health coaching
    • thortful.com credit worth £300 per year
    • Cycle to work scheme and interest free travel loan
    • Salary Exchange Pension
    • Staff discounts and employee referral scheme
    • Hybrid working model
    • Regular social events

    The logistical bits

    • Hours: 37.5 hours per week. Your hours will be organised in variable 7.5 hour shifts, according to a rota which runs from Monday- Sunday and includes bank holidays.
    • Paid overtime may be required during busy occasion times.

    At thortful, we respect and value the differences in people and so we encourage all applicants to come as you are. We believe that diverse and inclusive teams nurture creativity and are therefore the key to our success. Much like our cards, we are creating a workplace that represents ALL people.

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