Customer Experience Specialist Customer Experience London Office

6-month Fixed - with potential for permanent placement

Starting April with hybrid working

Junior or Mid-level

Salary £27,000 per annum (pro-rata to contract length)

London (minimum 3 office days/week)

Five-stars on Glassdoor

Generous 30 days holiday allowance plus bank holidays (pro-rata)

Leading benefits package & competitive salary

Work for a Certified B Corporation

Opportunity to get in at the ground floor of a purpose-driven, high-growth company in the outdoor industry; lots of scope for your growth!

As part of a small team, you should be prepared to work in a fast-paced and exciting environment, providing an integral supporting role to the Customer Experience Team within a market-leading D2C brand.

As our Customer Experience Specialist, you will be the central point of contact between SunGod and our global community of customers. You will act primarily as a problem solver, helping delight any customers, past, present, or future, whilst educating them on our brand through responding to customers via tickets, email and social media messages. You will also have an interest in working closely with a fast-paced operations and fulfilment team to help run daily orders and improve systems bringing your own areas of expertise.

Excitement for engaging with our community and delivering seamless customer service is essential.

Key Responsibilities:

1. Be the primary communicator between SunGod and its global community of customers, building trusted and ultimately lasting relationships.
2. Proactively, efficiently, and creatively solve problems for our global community of customers to ensure each and every customer's experience with SunGod is the very best it can be.
3. Evaluate reviews and feedback on a variety of platforms to assist the wider SunGod team.
4. Responsible for clearing daily tasks including tickets, social media messages, Lifetime Guarantee claims and technical order issues.
5. Look to continually improve the Customer Experience through the way we communicate with our customers, the way we approach and resolve each customer issue that arises, and by always looking at how we can do things better.
6. Be a valuable part of a high-performing, forward-thinking operations team to manage daily orders and stock levels.
7. Communicate customer insights and feedback to the wider SunGod team to keep our customers at the core of our wider strategic plans.
8. Understand SunGod's triple bottom line of people, planet and profit, and incorporate this into your job role every day.

We are looking for someone who can quickly build relationships and solve problems for our customers.

The ideal person has the following skills, experiences and competencies:

1. Right to work in the United Kingdom for an unrestricted period.
2. Minimum 6 months experience working in a customer-facing role.
3. Hold a 2:1 degree, or equivalent experience working for a brand in a similar customer-facing position.
4. Flawless written communication skills, including fluent written and verbal English.
5. Genuine interest in sports and the outdoors.
6. A high level of computer literacy, and can quickly learn new software.
7. Structured, well organized and proactive working attitude.
8. Experience with Customer Service Platforms e.g., Intercom / Gorgias / Zendesk.

This application will ask a few questions about you and your experience.

You will be required to upload a CV at this stage, so it is ready for a future stage.

Based on your application, you may then be invited to complete a skills-based task followed by a panel interview online, and a final interview in person.

Blind Applications

In the first stages of our process, your name and other details will be hidden from your CV and application to remove potential unconscious bias in our hiring processes, and to ensure we hire the best candidate for the role.

A tip before you start

Before you begin, we recommend you take a moment to ask yourself these questions: Why me? Why this role? Why SunGod?