Customer Happiness Team Member – Odd days

Oddbox

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We are the UK’s fruit & veg box that fights food waste. We work closely with farmers & growers from all across the UK (& abroad), to rescue & fill up our boxes full of fresh, seasonal fruit & veg which are at risk of going to waste. The reason for this? They’re simply seen as too oddly shaped, too oddly sized, or even just – too many.

Alongside our 30,000-strong community, we help make a difference to the planet each week – fighting food waste at farm-level, preventing unnecessary CO2e emissions and saving water along the way.

ODDBOX is a Certified B Corporation and will continue to make a difference to our planet with each & every box.

This is a massively exciting and unique opportunity to join our rapidly growing and purpose-led company as we continue to fight food waste and prove that sustainability can be easy.

If you are passionate about making a difference in the world, and enjoy the challenge of working in a fast-paced, dynamic team, apply with a covering letter and your latest CV – we look forward to hearing from you.

The Role:

This is a full-time role working on a rota basis. You would likely have a couple of weekends off every 5 weeks.

We offer flexible working and you will have the opportunity to partially work from home if preferred, once you have been trained in the role.

We are looking for a friendly and organised person to provide top class support to existing B2C customers and relevant information to potential new customers to encourage them to sign up to Oddbox.

You will make our customers happy by providing support over chat, email and phone, as well as interacting with our drivers, managing additional administrative tasks and assisting with ongoing departmental improvements.

During your first 2 weeks, you will be fully trained in customer service and operational support by another team member. You will be expected to work well as part of the team to provide a first-class service to our customers. Prior experience providing service by both email and phone in a high-volume e-commerce environment is ideal, however applicants without this experience who have strong communication skills and can learn quickly are also encouraged to apply.

Key responsibilities:

  • Answer queries over chat, email and phone in a timely and friendly manner

  • Address existing customer issues / queries whether boxes not found, changes to accounts, dislikes, referrals…

  • Drive prospects to sign-up to Oddbox by providing them with relevant details and explaining the concept behind Oddbox and how it will solve the customer’s pain points

  • Interact with the delivery drivers to ensure deliveries are made correctly and any issues are addressed in a timely manner

  • Support customer retention activities – Identify and call people who cancelled, paused, have switched down to a smaller box or fortnightly box…

  • Suggest improvements to the process to continuously deliver top class customer experience

Essential skills and characteristics:

  • Confidence and excellent written and verbal communication skills are a must have.

  • Tech-savvy and quick to learn new systems.

  • Experience with complaint resolution.

  • Experience dealing with customer service calls and emails.

  • Extremely well-organised, methodical and efficient, with a good dose of common sense and initiative;

  • Impeccable attention to detail;

Other qualities we prize are:

  • Honesty, integrity and a hard-working attitude

  • An appreciation and enthusiasm for Oddbox’s vision of making the world a better place.

  • A thirst for personal development and continuous improvement

  • We use Zendesk, Gmail, Mailchimp and any experience with these tools is advantageous