Growth Account Manager
Papaya Global
Customer Experience Advisor
Oner Active
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the first point of contact for customers and community members via Zendesk and social media platforms.
- Handle daily queries related to delivery, payments, and products and ensure a seamless refund process for returns.
- Deliver exceptional customer service across all communication platforms with prompt and personalised responses.
- Monitor and respond to customer feedback on social media and review platforms within agreed SLAs; support Community Management efforts as needed.
- Escalate complex or specialist enquiries to relevant teams and maintain up-to-date CRM records.
- Observe community channels, identify and escalate emerging issues quickly, and manage customer concerns during crises to protect the brand's reputation.
- Meet or exceed established performance and quality KPIs/targets and build strong relationships with internal teams to foster collaboration.
- Report into the Customer Experience Manager and support customer-facing events when travel is required.
Requirements
- Proven experience in a customer-focused role, demonstrating a commitment to exceeding customer expectations.
- A proactive mindset with a “one-touch” approach to resolving customer issues efficiently and effectively.
- Exceptional organisational skills with the ability to manage a busy workload and adapt to shifting priorities in a fast-paced environment.
- Excellent teamwork and relationship-building abilities.
- Enthusiastic, self-motivated, and capable of managing diverse tasks with a positive attitude.
- Outstanding written communication skills with a keen eye for detail.
- Proficiency in using Zendesk or a similar platform is preferred.
- UK based and able to work from the London head office 2 days a month and attend meetings/townhalls/training.
- Availability to work alternate weekends and flexibility around peak business periods.
