Customer Care Champion

Fast-growth sports analytics startup

  • Location : All London, Central London
  • Salary : £30,000 - £40,000
  • Contract : Full Time
  • Reference Number : rLIhUxHg
  • Application Closing Date : 28 July 2017
  • Placement : Graduate Job ( permanent )

Company Description

Are you ready to join one of the fastest sport analytics start-ups in the entire sport industry? They are well-funded, very focused and very ambitious. They are building a state-of-the-art digital platform made of web, e-commerce, digital commerce, app and social networks components.

Being the world leader in the elite sports segment, they have the scientific backing of over a thousand of the best teams in the world in multiple sports: they want to bring this technology to consumers.

Job Description

As a Customer Care Manager of this start-up business, you will be responsible for setting the strategy and operational set-up of future-proof customer care functions across the globe.
 
The platform you will build will be scalable, lean and using the latest technology in its field.
 
Here some of the tasks and responsibilities:

·      Understand product proposition (hardware and software)
·      Understand current user journey and urgent gaps
·      Identify It platform (Zendesk vs ServiceCloud vs others)
·      Identify in-house vs outsourced resources
·      Use and improve what we have before creating the new set-up
·      Run monthly “Voice of Customer” meetings to bring learnings and corrective actions plans to the divisional management team
·      Set-up data collection and KPIs to measure and base strategy on solid data
·      Benchmark with other well-known digital players offering tier 1 customer care
·      Helping to develop and implement a customer service policy for the division
·      Finding ways to run surveys and measure customer satisfaction and improve services
·      Coordinating a team of customer service staff (not always direct report)
·      Build training documents to train the trainers and scale agents around the world
·      Capable to step in and handle face-to-face enquiries from customers by communicating courteously with customers by telephone, email, letter and face-to-face
·      Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants
·      Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill
·      Issuing refunds or compensation to customers
·      Keeping accurate records of discussions or correspondence with customers
·      Analysing statistics or other data to determine the level of customer service your organisation is providing
·      Producing written information for customers, often involving use of computer packages and software
·      Writing reports analysing the customer service that your organisation provides
·      Developing feedback or complaints procedures for customers to use
·      Improving customer service procedures, policies and standards for your organisation or department
·      Involvement in staff recruitment and appraisals

Being multicultural and having multiple languages are definitely an advantage, and you must be into sports and leading an active lifestyle - we don't want you to get left behind! :-)
Apply now
  • Location : All London, Central London
  • Salary : £30,000 - £40,000
  • Contract : Full Time
  • Reference Number : rLIhUxHg
  • Application Closing Date : 28 July 2017
  • Placement : Graduate Job ( permanent )
Apply now