• Being the first point of contact for customer support queries and regularly saving the day by juggling tasks such as editing orders, resolving order issues and managing cancellations
• Taking ownership of customer deliveries, working with third-party logistics partners daily to help proactively identify and solve order issues, before the customer is aware
• Focusing on quality of service by building engaging relationships through every interaction
• Retaining customers by transforming poor experiences into positive ones, responding to feedback with empathy and offering appropriate and timely compensation
• Knowing priority customers and accommodating their individual needs through effective prioritization and order management
• Proactively suggest ways to achieve service and efficiency goals and deliver even better customer experiences by collecting data and sharing feedback to inform future business processes
• Working cross-functionally with Product, Sales, Account Management and Vendor Teams to help us deliver a market-leading customer experience
• Understanding Just Eat for Business’ strategy, knowing and shaping how Customer Care feeds into this
• Seeking out opportunities for personal growth and development, highlighting knowledge gaps and supporting with training
• Acting as a brand ambassador for Just Eat for Business, championing the voice of the customer across the company to drive key business decisions.

Skills: Order Management, Customer Issue Resolution, Quality Customer Engagement, Customer Retention, Priority Customer Handling, Cross-Functional Collaboration, Service Improvement Suggestions, Brand Advocacy

• First point of contact for all customer inquiries over email, phone, WhatsApp and Instagram, ensuring timely and accurate responses and providing excellent customer service
• Completing ecommerce returns and processing exchanges, reporting to the team monthly on level- and reason for returns
• Proactively work to improve the customer experience online
• Building relationships with customers to encourage repeat purchases and looking for customer retention opportunities
• Day-to-day point of contact for the warehouse to resolve any issues in the fulfillment and shipment of orders, track shipments and returns to offer the best customer service
• Liaise with the store team to support focused outreach campaigns
• Occasionally provide customer service at events
• Maintain GDPR best practices and update customer records
• Identify, through customers, potential website or product issues and communicate to the team
• Maintain and report on response time, resolution time
• Overflow assistance to the Ecommerce team with tasks including the upload of new products, assets and content to the website in preparation for website marketing campaigns

Skills: Customer Inquiry Handling, Ecommerce Returns Processing, Customer Experience Improvement, Customer Relationship Building, Order Fulfillment Coordination, Campaign Support, GDPR Compliance, Website Issue Identification

• Day-to-day management of Customer Care across all of brands, responding to consumers and business customers and escalating product issues to the Technical Manager.
• Ownership of the Customer Care and Technical Investigation processes, making recommendations for continuous improvement for better consumer experience and efficiency. 
• Supporting the Technical Team to liaise with manufacturers and suppliers to monitor and troubleshoot quality issues.
• Responsible for collating and reporting key Customer Care and product quality metrics to senior stakeholders in the business and the wider team.
• Ownership of consumer reimbursement via vouchers and replacement products, ensuring each consumer has a fantastic customer care experience.
• Implementation and management of processes to ensure faulty products are easily and successfully returned by consumers to allow for technical investigation.
• Assisting the Technical Team in coordinating quality control panels to monitor the consumer-relevant quality of products.
• Responsible for social media community management across all brands – responding to consumer queries and feedback across all social channels.
• Supporting the Marketing Team across social media channels in the posting and coordination of social media content for all brands.
• Direct communication with Influencers and Brand Ambassadors via Social Media, supporting the Marketing Team.
• Managing the storage, coordination, packaging and fulfillment of product samples and other brand collateral for social media and influencer campaigns.

Skills: Customer Care Management, Technical Issue Escalation, Continuous Process Improvement, Quality Issue Monitoring, Consumer Reimbursement Handling, Faulty Product Returns Management, Social Media Community Management, Influencer and Brand Ambassador Coordination

• Provide excellent customer care service journey, from handling inquiries, orders process, on-time delivery, follow-up, and customer engagement.
• Involvement in stock planning, demand forecast, and reports.
• Identify and optimize operations process flow for efficiency productivity, and accurate data entry.
• Support digital business operations.
• Responsive in attending to customer’s needs or requests.
• Perform following the standard of procedure (SOP) in the organization and on-time submission of sales and operations reports.
• End-to-end resolution of customer grievances and all allocated customer interactions including telephonic interaction with customers.
• Draft customized resolution responses for every customer interaction.
• Adherence to the defined TAT for resolution of each assigned customer interaction.
• Root cause analysis of causes of complaints with relevant inputs from various associated teams (Customer Care, Legal Compliance, Branch, Sales Channels, etc.).
• Draft responses to customers, press, and regulators based on requirements. 
• Maintain and track individual MIS.

Skills: Customer Care Service, Stock Planning, Operations Process Optimization, Digital Business Support, Customer Needs Response, SOP Adherence, Grievance Resolution, Root Cause Analysis

• Support Customer Care Ops in enhancing digital service with better metrics and driving towards operational excellence.
• Create/update key documentation and content (FAQs, Talking points, CC info & processes) for touchpoints to perform customer care services (info, registration, diagnostic, swaps, refund, maintenance).
• Support digital team in the development of projects with implications in Customer care such as the IQOS Website, the Social Media channels & self-service tools (QURE, SWAP App).
• Support the development of Knowledge tools to provide customer care knowledge across all touchpoints (Call center, Coaches, Retail) & identify action plans to boost the knowledge results/reports deviations).
• Support the development of materials (user manuals, leaflets) with customer care content, including upcoming enhancements (such as DCE 2.0, QURE, Qualtrics integration, etc…).
• Develop Premium Service packages and communications that generate awareness/understanding of the services, processes & training materials while facilitating customer access to them.
• General customer support via telephone, email and online chat (including online purchase issues, delivery and order updates, product returns, etc.).
• Managing the daily Customer Care mailbox, within an agreed response time of 24 hours.
• Proactively contacting customers with updates.
• Liaising with external teams, including IT, Sales and Fulfillment to ensure a smooth customer journey from Registration through to the final gift delivery.

Skills: Digital Service Enhancement, Documentation Creation, Project Support, Knowledge Tool Development, Material Development, Premium Service Development, General Customer Support, Cross-Functional Collaboration

• Experience in a similar Customer Service environment.
• Strong sales skills with an ability to gain customer dedication in areas such as re-contracting, fixed selling and up-selling of additional services.
• A self-starter who has a demonstrated capability and maturity to take ownership of their development.
• Flourishes with working in a team and supporting others to achieve goals.
• Attention to detail and high work standards in support of accurate, precise delivery.
• Excellent Interpersonal and communication skills.
• Excellent organization and time management skills.
• Results-based with a focus on customers and the delivery of sales and service KPIs
• Exceptional team player with experience in a fast-moving business environment.
• Must have advanced computer skills.

Qualifications: BA in Public Relations with 2 years of Experience

• A fast learner who can work with set targets
• A team player with a high level of flexibility
• Should be self-motivated and able to demonstrate a drive for results with a professional approach.
• Excellent customer care skills - Customer-centric with a commitment to deliver
• Possession of basic numerical skills
• Teamwork with high levels of flexibility.
• Demonstrate a high level of integrity, work ethic, and proactive and positive attitude.
• Exceptional communication, interpersonal, problem solving and analytical skills
• Strong report-writing and presentation skills.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.

Qualifications: BA in Retail Management with 1 year of Experience

• Retail industry and/or call center experience
• Supervisory working experience 
• Excellent leadership, written, and communication skills
• Ability to effectively work with and lead a team
• Problem-solving skills to be able to quickly resolve customer complaints and other issues that may arise from time to time
• Possession of interpersonal skills to be able to relate cordially with different classes of people
• Ability to handle stress well and work under pressure
• Possess a pleasant and clear speaking voice
• Ability to be thorough and extremely analytical
• Possess excellent telephone etiquette

Qualifications: BA in Business Administration with 3 years of Experience

• Experience within a Customer Service or Sales Operations/Support role, ideally within the IT industry.
• Working experience covering Consumers
• Solid experience in a Digital Marketing Agency.
• Possess excellent interpersonal as well as written and verbal communication skills.
• Be highly goal-driven and work well in fast-paced environments
• A strong networker and relationship builder
• A strong team player who can manage multiple stakeholders
• Good Computer (MS Office) and keyboard handling skills
• Understanding of Contact Centre processes, reporting, MIS, etc.
• Able to work independently and hard in a multi-task function

Qualifications: BA in Marketing with 2 years of Experience

• Customer Service, Telesales, Call Centre, Direct Sales, or Financial Sales related experience
• Good communication skills
• Understand and represent the brand values.
• Excellent communication skills both written and verbal, with all levels within the company.
• Enthusiastic, self-confident and self-motivated. Shows ambition to drive through initiatives and change to achieve company targets.
• Pays close attention to detail, and accuracy and is very analytical.
• Willing to adapt and take on new challenges and driven to continually improve.
• Professionalism is maintained at all times. 
• Confident, attentive and customer-oriented presence on the telephone.
• Able to handle multiple demands and competing priorities successfully. 

Qualifications: BA in Hospitality Management with 3 years of Experience