Customer Success Representative

About Us
Scriveiner is the UK's leading designer and manufacturer of affordable luxury pens since its launch in 2019. The Scriveiner range became an official bestselling brand in Amazon's US and UK marketplaces, and it is trusted by hundreds of thousands of customers worldwide.
The mission of establishing Scriveiner is to create beautiful, fit-for-purpose items that enrich people's lives in their everyday use. The pens have resonated with customers worldwide, leading to the company and its founders winning many prestigious awards, including the King's Award for Enterprise, Growing Business Awards, Sunday Times 100, Fast Growth 50, New York, European and International Product Design Awards, The Great British Entrepreneur Awards and The Stevies™- International Business Awards.

Job Overview
We are seeking a motivated and customer-focused to join our Customer Success team. In this role, you will be the first point of contact for our customers, providing outstanding service and support across various communication channels. Your ability to resolve inquiries efficiently, ensure customer satisfaction, and contribute to the overall success of the company will be highly valued.

Key Responsibilities
**Customer Interaction:**

- Handle inbound and outbound customer communications via email, chat, and phone.
- Provide accurate and comprehensive information about products, services, and policies.
- Resolve customer complaints in a professional and efficient manner.

**Problem Resolution:**

- Identify customer needs and recommend appropriate solutions.
- Escalate complex issues to the appropriate department or supervisor when necessary.
- Follow up to ensure customer satisfaction with resolutions.

**Product Review Monitoring:**

- Track and address negative reviews promptly to resolve issues and improve customer satisfaction.

**Review Acquisition:**

- Proactively engage with customers post-purchase to encourage feedback and positive reviews

**Order Support and Returns Management**

- Assist customers with inquiries about tracking and delivery information. Handle returns and refunds in alignment with company policies.

**Record Maintenance:**

- Document all customer interactions, inquiries, and resolutions in the designated tracker.
- Maintain weekly stats, including key performance metrics and trends.
- Log product issues, complaints received, and their resolution status for tracking and analysis.
- Ensure accurate and organized record-keeping to support reporting and decision-making processes.

**Feedback and Improvement:**

- Collect and analyze customer feedback to identify trends and areas for improvement.
- Collaborate with team members and other departments to enhance customer service processes.

**Policy Adherence:**

- Stay updated on company policies, procedures, and product knowledge.
- Ensure compliance with legal and regulatory requirements related to customer service.

What we are looking for
The ability to work under extreme pressure and deadlines
Flexibility in working hours
Professional and friendly demeanour
Thorough attention to details
Self-motivated but able to work as a team
Strong knowledge of all clerical activities
Willing to learn new skills & coachable
Fast learner

Position Type: Part-time / Full time - 20-40hrs/week

Apply here: https://docs.google.com/forms/d/e/1FAIpQLSenx13tlHrAlnnOksUbjyFue0Qg1w-VWCL3X_9EaNr-D7rSLw/viewform

Note: Applications should only be submitted on the provided form.