Customer Support Executive

REPORTS TO – HEAD OF HR & CUSTOMER EXPERIENCE

LOCATION - GRENADE HQ (HAMPTON-IN-ARDEN, UK)/REMOTE

FUNCTION - CUSTOMER SERVICE

JOB TYPE - PERMANENT

This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances. It does not form part of your contract of employment.

Overall Purpose of the Role

To create and maintain a world class without compromise experience for each consumer, an exceptional service that goes beyond expectations.

To retain our existing customers and to support the attraction of new customers.

To increase our customer’s lifetime value, making as many customers shop frequently and spend more money with each and every order.

Be the voice of the customer throughout the business.

Key Accountabilities

Identify and assess customer’s needs to achieve an excellent customer experience
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Go the extra mile to engage customers, supporting retention and attraction of new customers
Resolve customer complaints via phone, email, mail, or social media in the Grenade way
Assist with placement of orders, refunds, or exchanges to ensure a smooth customer journey

Person Specification

Polite, Confident, intelligent individual who cares about the Grenade customer experience
Strong interpersonal skills and an ability to network effectively
Excellent attention to detail and strong organisational skills
The ability to solve problems and made decisions and offer solutions

Essential

Experience of working in a Customer Service role
Hands on approach with the ability to keep pace with the business growth
Team player with excellent inter-personal and organisation skills
Strong IT skills and quick to learn new systems, with knowledge of the key social media platforms
Desire to work closely with all departments in the company to gain a full understanding of Grenade, enabling an informed customer service experience

Desirable

An interest in the Sports/Fitness/Nutrition Industry
1-2 years Customer Service Experience

Apply now by sending your CV plus Cover Letter to recruitment@grenade.com