Customer Experience Executive

Customer Experience Executive (Please note this role requires weekend workdays) Who we are We’re Fussy…about everything in our mission to banish single-use plastic from your bathroom, with simple, natural and effective personal care products. We started with deodorant and in just a few years we’ve become the UK’s Highest Rated Natural Deodorant, been backed by some of the UK’s top investors including BBC Dragons’ Den, been named the UK’s Best Eco-Deodorant in Glamour Magazine, featured on This Morning, and have put in place the foundations of a world-class team of employees and advisors. But we’re far from being done. We’ve got ambitious plans and believe that by being Fussy, we can create a better planet for everybody.  That’s where you come in! Our customers are the true heroes behind Fussy. As we scale, it’s important that we continue to optimise the service we provide them with. So we’re now on the lookout for a new Customer Experience Executive that knows how to go above and beyond to ensure all customer interactions turn into memorable 5* experiences. What you’ll do

• Resolve our customers' queries effectively across all our channels by ensuring they get a best-in-class experience. 

• Actively listen to our customers to provide them with the best resolution possible, in the most efficient way.

• Think creatively and go above & beyond to turn any customer issues into a memorable 5* experience. 

• Play a vital part in improving our processes and customer experience by picking up on trends, coming up with innovative ways of working, and sharing these through our feedback loops. 

• Live up to our Fussy values, be a team player, and help out when it’s needed to ensure the entire business runs smoothly. 

What we’re looking for

• You’re fluent in English (written and spoken) . Other languages are a bonus.

• You’ve got previous experience within a call centre, customer service or customer support team, ideally in a D2C or e-commerce space but that’s not essential (we’ll consider transferable skills too).

• You’ve got strong IT skills and pick things up quickly. Ideally you also have experience using Shopify and/or a CX software (i.e Zendesk, Kustomer or Gorgias) but that’s not essential - we’ll get you up to speed. 

• You’ve got strong written and verbal communication skills and a great eye for detail. You’re able to understand and analyse problems, in order to find the best appropriate solutions. 

• You have a clear understanding of the impact customer service can have on a customer’s purchase decision and retention. 

• You’ve got a strong work ethic, hold yourself accountable, and treat feedback as an opportunity to improve.

• You’ve got a can-do positive attitude and remain flexible and resilient when faced with change. 

• You’ve got a keen interest in the sustainability and wellness space. We’re all about people, planet and pits!

• You’re reliable, supportive and just a genuinely nice, friendly person. 

What we’re offering

• Permanent role, with development opportunities.
• 5 days per week, Friday-Tuesday shift pattern (you’ll be required to work weekends).
• Hybrid working, with 1 office day every Tuesday in our new East-London based office. 
• Salary: £25,000 - £30,000 (London Living Wage applies based on location).
• 30 days of holiday (includes bank holidays) + your birthday off. 
• A share award package - making you a Fussy shareholder from day one.

What to expect We’ll review your CV and application, if successful, you’ll move onto the stages below:

1. You’ll be interviewed remotely by our Customer Experience Manager (approx 30 mins) .
2. To put your skills to practise, we’ll send you a written task that you’ll need to complete.
3. You’ll have a final interview (in person) with our Head of Operations and/or Founder & CEO. You’ll also get to meet some of the team in person after this (approx 1h30 in total).

What we commit to We’re proud to be an equal opportunity employer. During your recruitment process you’ll meet team members with varying levels of responsibility and we encourage you to ask as many questions as needed to ensure Fussy is the right fit for you too. We want to give every candidate a fair interview process and so if you need any reasonable adjustments made, please let us know. Sounds like something you can get on board with? Great! Time to get stuck in with other bright, funny and talented people, and join us on this crazy start-up journey. If anything, it won’t be boring, we promise!