Part-time Customer Experience Specialist

Role (Purpose): The Customer Experience Specialist role is an opportunity to become the first point of contact for our customers at Protect My Pet. This is a crucial role that will aim to assist, delight and reward our customers. Our goal is to continue to retain and acquire customers by providing exceptional customer experience. We’re looking for somebody passionate about pets and pet health, and with a personality and drive that aligns with our brand values: Do Good, Show Empathy and Spread Optimism. This is a fast-paced environment, with huge scope for progression so we are keen to hear from you if you are genuinely excited by our mission, and being part of our journey! Responsibilities (What you’ll be doing): • Providing a first-line response and timely resolution to all inbound customer enquiries and subscription management requests via email and telephone. • To proactively identify patterns or trends within the department, allowing us to continually improve our processes and... the service we provide to our pack members. • Continually learn and develop knowledge around our treatments and service offerings to better serve our customers. • The responsibilities outlined above are not a comprehensive list and additional tasks may be assigned based on business needs. Experience required: • 3+ years experience in a customer-facing role (e-commerce is a plus) • Experience working in a remote environment. • Strong computer literacy, written and verbal skills • Experience with CRM systems such as Freshdesk, Zendesk or similar. • Experience with a variety of customer contact methods, including email, telephone, live chat. • Excellent time management and organisational skills • Customer-centric, enthusiastic, and willing to get stuck into other tasks that may be required. • You must have an adequate uninterrupted working space at home to undertake the position. • Bonus points for having your own cat or dog! What we offer: Compensation: • Comprehensive private medical insurance, including alternative therapies, dental, optical and mental health care. • 20 days holiday and all the usual UK public and bank holidays (pro rata) PLUS your birthday off • Free Protect My Pet subscription for your pet Workplace: • Fully remote working environment, with a team spanning across the UK. • A laptop, plus all other home-office equipment and tools needed for the role will be provided Learning & Development: • We are a fast-growing start-up with big ambitions, so there will be many progression opportunities available. • £1000 personal learning and development budget, per annum Shift pattern: Monday to Thursday/Friday 16-20 hours per week from 10 am-2 pm daily. Salary displayed FTE (full-time equivalent) per annum, pro rata to hours worked. To apply: Please send us your CV and a cover letter to [email protected] along with a short reply to each of the questions below: • What do you find interesting about the pet industry? • Which subscription business have you had the best experience with and why? • Please outline a recent negative customer service experience with a company or a situation you feel a company could have improved. Work Location: Remote Apply Job!