Customer Success Associate

Online marketplace to discover, buy and source unique furniture

  • Location : All London, Central London
  • Salary : £20,000 - £25,000
  • Contract : Full Time
  • Reference Number : tuSOl9ri
  • Application Closing Date : 10 March 2019
  • Placement : Graduate Job ( permanent )

Company Description

Do you want to join the online marketplace to discover, buy and source unique furniture with character?

Having grown tired of seeing the same bland, mass-produced, flat-packed furniture in everyone’s homes, this marketplace instead brings an amazing selection of vintage, mid-century, antique, upcycled and contemporary furniture from over 1700 independent boutiques right to your screen.

Through advanced technology, seamless design and tight operations, they are transforming the way in which consumers shop for their furniture, making the process as simple as buying a book on Amazon.

The global furniture market is a $700 billion industry, with Europe alone spending over $313 billion in furniture retail last year. With the backing of top tier investors, the company has an ambitious goal to build the world’s first and only ‘go-to’ platform for furniture and decor with character.

Job Description

The ideal candidate is passionate about customer support, solving problems and making people happy.

You will be part of a Customer Success team that is at the heart of Vinterior; whose aim is to provide an amazing experience to each and every customer during all of their interactions with the business.

As a Customer Success Associate, you will play a major part in the company's continued success and you'll be the first point of contact for the customer and seller base.


Every day you will be:
  • Handling inbound enquiries ranging from order status, general product information and pricing via phone or email
  • Dealing with customer refund, credit and return requests
  • Handling customer escalations in a professional manner
  • Overseeing incoming orders and liaising with sellers to make sure orders run smoothly
  • Anticipating and troubleshooting potential issues
  • Finding creative solutions for any problems that arise
  • Providing ad-hoc support for Trade clients (price request, invoices…)
  • Partnering closely with the Seller Account Management team to build relationships with sellers
  • Developing a deep understanding of what the community really wants
  • Ensuring the rest of the company remains customer-focused and fixated on building the best platform
  • Identifying pain-points in the operations and opportunities for improving site and processes

Requirements:

Motivated by solving ambiguous issues, you have a passion and determination for setting and delivering a white glove experience to clients and users. Excellent communication skills are required to show empathy and create a trust relationship.

You should be able to own client issues through to resolution and can deal with a high volume of emails, always delivering the highest standard of service to internal and external clients.

You should have:
  • Ideally around 1 year of customer service experience
  • Excellent written and verbal English (a second European language is a bonus)
  • Strategic problem-solving skills
  • Strong organisational and time-management skills
  • Attention to detail and ability to multitask
  • Strong listening skills
  • Initiative and business judgement
  • The capacity to adapt
  • A positive and approachable personality
  • MS Office skills / experience
  • The ability to pick up new software quickly
  • An interest in e-commerce, furniture or interior design
  • Flexibility in schedule; must be available to work some weekends and holidays proactively to improve operations, user interface and processes
Apply now
  • Location : All London, Central London
  • Salary : £20,000 - £25,000
  • Contract : Full Time
  • Reference Number : tuSOl9ri
  • Application Closing Date : 10 March 2019
  • Placement : Graduate Job ( permanent )
Apply now