Customer Experience Advisor

Location

Gateshead, Tyne and Wear | United Kingdom

Job description

If you’re looking for a boring office job where you can hide behind your computer screen, then we’re not the place for you! Everyone who works for Team RH is an exceptional person, creative, hard-working and talented. We have incredibly high standards and are on the hunt for world-class people who’ll blow us away with their talent and passion.

Before we get to the good stuff, we have a couple of ground-rules we want to make clear:

• Interview attire is left to you to decide what you think is appropriate. If this is an issue, let us know and we’ll see you right.
• If you think that doing a virtual interview from your bed is acceptable, jog on.
• We don’t employ smokers - we’re a health and fitness company and everyone who joins us should be clued up enough to know that smoking isn’t good for you or your health.
• Arrive on time for your interview. Unless you have a valid excuse, we won’t wait around for anyone who can't do the basics.
• Zero toxicity. Our culture is the most important thing here and we won’t stand for anyone gossiping or being negative in work. We have incredible, kind and caring people working with us and we’ll protect them at all costs.

Some people will turn their noses up at the above - that’s fine, they can go and work somewhere else. However, if you’ve read up to here and you think you want to join a team of world-class, super-driven and kind-hearted people, then let’s get to the good bit…

Job Description

As a Customer Experience Advisor at Team RH, you will be responsible for delivering a world-class customer experience to our members by providing support on technical queries, cancellation/retention requests and sales queries.

You’ll be the first point of contact for any potential members, so it’s important that you can get them excited about joining our team and ensure that they have a positive experience with our app, products and services throughout the whole customer journey.

This is a hybrid role - you will be required to work between home and our Team Valley offices, depending on the timing of your shifts.

This is a zero-hour contract role, so we are looking for someone flexible who is able to cover for absences within the team and support us in busier sales periods. Our CX operating hours are 7 days a week (including bank holidays, apart from Christmas day), between the hours of 8am-10pm.

During your training period, you will be required to work fully in-house for the first week (Monday-Thursday 8am-5pm, Friday 8am-12:30pm), at our Team Valley offices.

Responsibilities

• Providing exceptional customer service to potential members looking to sign up - ensuring that they have all of the information and guidance they need in order to join the team. Supporting those customers once they have signed up to ensure a seamless onboarding to the app.
• Being the first point of contact for our existing members - supporting them with any technical issues, cancellations/retention requests, merchandise and payment queries.
• Going above and beyond to provide personalised responses for potential members with specific queries, such as medical conditions and mobility issues (training will be provided specifics).
• Upselling our merchandise and being highly knowledgeable of the Team RH product line (protein, clothing and accessories).
• Supporting members with their onboarding onto the Team RH app and help with any technical issues members may have during their set up.
• General upkeep and maintenance of our social media platforms, including responding to members in need of assistance and flag any concerns to the CX Manager.
• Monitoring members within our Facebook group and relay any good social media opportunities (transformation pictures, product reviews etc) to the CX Manager.
• Escalating complaints to Senior Customer Experience Agent, where required.

Skills and qualifications

• Excellent internal and external communication, both verbal and written - the last stage of our interview process includes a spelling, grammar and punctuation test. Please let us know if you require any reasonable adjustments prior to the interview.
• A bubbly and outgoing personality - the ability to start a conversation with customers with ease.
• Ability to speak to customers confidently via direct messaging, voice notes and occasionally over the phone.
• Previous experience of working towards KPIs and sales targets would be beneficial.
• Previous experience of working with social media business accounts would be an advantage (e.g. Whatsapp business, Facebook, Tiktok, Instagram, etc).
• Tech savvy – must be IT literate, previous experience of using Zendesk or similar software would be highly beneficial.
• Knowledge of our approach to fat-loss and our app would be highly beneficial.

Benefits

• Free membership to our Team RH Life Plan.
• 25 days holiday + bank holidays.
• Generous discounts on all merchandise.
• Staff fun days and socials
• Many opportunities for career development, as well as opportunities for training and personal development.
• Enhanced sick pay, maternity and paternity pay.
• An incredible, fun and creative environment. We treat people like friends and family, not co-workers.
• Zero-toxicity, zero-BS.
• Free on-site gym.
• Smoke-free site.
• Half-day Fridays (applicable to some positions).
• Free tea, coffee and snacks on-site.

Job tags

Salary

£11.49 per hour