Location
South West London | United Kingdom
Job description
Tech21 heritage and culture
The origin of Tech21 began when our Founder, Jason Roberts, took it upon himself to revolutionise the mobile phone protection industry all the way back in 2005.
Noticing that competitors in the industry were simply buying inexpensive materials off the shelf from mass production facilities in the Far East, he identified a unique impact absorbent material here in the UK and quickly realised that it had massive potential across a wide variety of applications.
From molecular recipes to lab-testing new material ingredients and formulations, everything we do with our material science is centred around developing the most advanced impact protection for the latest devices.
We believe our planet needs protecting just as much as people’s tech does, and from the material development stage through to manufacture, we keep sustainability at the heart of what we do, whether it’s our recyclable packaging or our lab-tested bio-spice innovations.
As we design all our products in-house, we are always looking for simpler, more sustainable, and just better ways of doing things. From multi-functionality, camera shields, antimicrobial features and more, we’re always looking for ways to innovate.
Our dedication to Science & Innovation doesn’t just make us popular with our customers, but also with renowned Global brands like Apple and Samsung. These are brands that we have partnered with almost since we began, demonstrating the consistent trust and highest levels of excellence these huge brands rely on our products for.
Tech21 UK Ltd, our HQ is based in SouthWest London
Values
Future focused and purposeful
- We understand the company strategy, plan and goals – for ourselves and other teams.
- We know where we are trying to get to and understand the bigger picture.
- We are empowered to make things happen and work efficiently.
- We are open to new ideas, to improve and are solution driven.
- Our contributions are meaningful and valuable.
- We remove barriers, learn from mistakes and are able to question & build on our understanding.
- We communicate with clarity, purpose and respect.
Ownership and Accountability
- I am accountable for our success, goals and my individual performance.
- I understand that what I do impacts others.
- I am empowered to make things happen.
- If we find a problem, we work to fix it and learn from it to make it better for next time.
- We are committed to excellence.
- To succeed, I play my part – it’s down to me.
- We trust each other.
Collaborative and Aligned
- I’m accountable for the success of myself and the business.
- We share quality information and work together.
- We are open: to one another, new ideas & better solutions.
- We care and support each other and the business.
- We recognise great work.
- We share goals and work towards the same purpose.
- By leveraging collaboration, we leverage collective genius.
Impactology
- Barriers are removed so we can respond quickly.
- We are individually unique and celebrate our differences knowing it makes us powerful, just as our teamwork does.
- Like the science in our products, we are ingenious.
- We are driven and hungry, making things better for us and our surroundings.
- We are responsible, kind and passionate about what we do.
- Integrity - we say what we do, and we do what we say.
- Constant pursuit of excellence.
Behaviours
- Brave
- Inclusive
- Trusting
- Responsive
- Proud
- Committed
- Passionate
Requirements
POSITION OVERVIEW
Day to day you'll be maintaining Tech21’s exemplary customer service in providing tailored solutions to all enquiries from new and existing customers via email, phone, social media, or live chat, whether that be discussing products, helping with orders or processing returns, our customers rely on our customer experience team.
Are you always thinking about a better way to do things, this constant improvement is what we thrive on. So far from pigeonholing you into the JD you will also be leading on exciting projects to help improve our digital customer experience with the brand. To be successful at tech21 is easy – own it and be an advocate for our brand and the change needed to grow us!
POSITION SPECIFICATION
- Develop, deliver and review the most appropriate Customer Satisfaction Performance Indicators, measures of success and feedback channels. Confident with the manipulation and interpretation of data to inform next steps
- Lead the Customer Journey Program (customer feedback) to measure, benchmark and improve customer experience.
- Analyze Customer Insights to enhance CX or UX of our site
- Support all customer enquiries including CS support for all tech21 customers
- Ensure all CS processes are documented and updated regularly
- Manage the ticket queues and allocation of tickets to team members, to ensure customer tickets are dealt with efficiently and effectively
- Respond to individual customer enquiries via email, phone, livechat and social channels via our ZenDesk ticketing system
- Ensure customer orders are being processed smoothly and raise any issues with the eCom team
- Review all web invoice queries and refunds
- Owner of TrustPilot and associated optimisation
- Support the QC and Product / Design teams by tracking and sharing information on customer product returns and reasons for those returns.
- Identify and share any CS-related issues or improvements with the eCom team to improve CS efficiency
- Team Management - You will be expected to lead a motivated, high performing team (incl. matrix management) to deliver targeted results. You will encourage staff development, measure individual performance and ensure that objectives are set and training planned in order that team members develop and progress in their role. You will also empower team members to make decisions with the necessary check points in place.
SKILLS:
- Experience of (online) customer service in a DTC environment
- Excellent telephone manner
- Excellent project management skills
- Able to manage multiple projects, day to day and stakeholder expectations confidently
- Excellent verbal and written English communication skills
- Experience of ecommerce platforms
- Medium proficiency in Excel
- Excellent team player
- Excellent time management skills
- Familiar with social media, especially Twitter
- Ability to show empathy with the customer, whilst also being aware of business goals
- Ability to show initiative and make decisions in a sometimes frenetic environment
Benefits
BENEFITS:
Pension
25 days holiday plus bank holidays
Two additional days at Christmas, your birthday off and we also honour any religious holiday that you celebrate
Hybrid working - must be commutable to come to the office for one day a week.
Support for career development
Generous Family Friendly policies
Free phone case + Family & Friends Discount
Job tags
Salary
