We have some exciting news!
Our Customer Experience Team is expanding, and we are looking for passionate and dedicated communicators to join us! If you want to join Kit &Kin, the sustainable lifestyle brand renowned for the most accredited eco nappy on the planet, in a highly collaborative role where you can positively impact our customers’ experience and elevate our communication then this could be the perfect role for you!
Co-founded by Spice Girl Emma Bunton, B-corp certified Kit & Kin is on a mission to drive real global change. Known for our eco-friendly baby products and plant based refillable cleaning range, we are expanding rapidly and looking for an enthusiastic, team-work oriented, with a strong drive to help customers and to take our brand experience to the next level.
Key responsibilities:
- Provide exceptional customer service that’s in line with our brand tone of voice
- Ensuring high customer satisfaction at all times.
- Building strong relationships with customers and within the team.
Day to day responsibilities:
- Handling in-bound and out-bound customer calls.
- Prioritising and responding in a timely fashion to customer queries raised via tickets, social media or phone calls.
- Maintaining key reporting metrics.
- Maintaining accurate and up-to-date records of customer interactions on customer files.
- Liaising within our dispatch team to ensure quick updates on customer orders
- Raising and following up on queries raised with our courier.
- Collaborating with the team and the wider company to feedback, streamline and improve processes
- Taking an active part in company meetings and gatherings.
What we are looking for:
- Excellent interpersonal and active listening skills.
- Fluent in English language with strong communication skills
- Strong attention to detail.
- Working knowledge of customer relationship management (CRM) tools, but not essential.
- Multitasking skills and good organisational abilities.
- Ability to work calmly under pressure.
- Proficient in basic computer applications (Word, Excel).
Ideal candidate attributes:
- Team player. You will not only be joining the Customer Experience Team, but be a part of our wider Kit and Kin team. We see every individual as a key part of the organisation with the ability to impact on our success
- Strong communication skills. For us it is all about clear and consistent communication, whether it will be with our customers or our colleagues.
- Initiative. At times things are moving super-fast at Kit and Kin, so being proactive in doing daily tasks or helping your colleagues will be paramount to making a huge and positive difference.
- Empathy and an innate desire to help to resolve issues in the best way possible both for customers and the company.
- Patience. Busy, and often under-slept, parents are the heart of our customer base, so being patient whilst trying to assist them will be vital.
- Collaborator mindset. At Kit and Kin, it is all about improving existing, and developing new products and processes in the name of providing an exceptional customer experience. Having a collaborator mindset and not being afraid to push forward your new ideas will be very welcomed by us.
- A can-do attitude: Things move fast at Kit and Kin, so there is a need to be able to adapt and take on new responsibilities as the business grows. Don’t worry, we will always be supportive and provide guidance
- Customer service experience: Ideal but not mandatory
The package:
- Working hours: 40 hours per week (exact hours to be determined)
- Salary: circa £26-27k per annum full time salary
- Holidays: We offer 25 days of annual holiday plus bank holidays for full time positions. Holiday entitlement to be agreed upon working hours.
- Home based: Mainly remote with quarterly meetings in London
- Statutory pension scheme
Apply Now
