Customer Service Assistant

Organisation
Frugi
Reference
VAC-5189
Sector
Sales, Business Development & Purchasing
Location
Helston, Cornwall
Salary Details
Competitive
Hours of work
37.5 hours per week
Job Type
Permanent
Closing Date
30/06/2021
Based at Frugi HQ in Cornwall, your role will be to assist in all aspects of the Frugi Group’s customer service. You will be taking care of our highly treasured customers, making sure they consistently receive an excellent customer experience.

Job Description

About You

You will be a confident, flexible and enthusiastic person committed to providing great customer service via phone, email and chat.  You’ll have a friendly and helpful telephone manner and be adept at dealing with customer enquiries quickly and effectively.  You’ll be resilient and a natural problem solver, turning potentially negative situations into a positive outcome for our customers. You’ll be a great communicator, both verbally and written.  You’ll be very organised, with excellent time management skills, ensuring all enquiries are processed quickly and accurately. You’ll be able to work in a fast-paced environment with the ability to follow procedures and use your own judgement where necessary. You’ll be computer literate with an understanding of Word and Excel.

Above all else, you’ll want to work as part of our brilliant team to ensure direct customers of the Frugi Group get the fabulous service they deserve!

Your Role in a Nutshell

Based at Frugi HQ in Cornwall, your role will be to assist in all aspects of the Frugi Group’s customer service.  You will be taking care of our highly treasured customers, making sure they consistently receive an excellent customer experience. 

Your Key Responsibilities

  • Delivering outstanding customer service to Frugi Group customers.
  • Taking customer orders over the telephone.
  • Answering customer queries on the telephone and via Zendesk (which consolidates email, live chat, WhatsApp and Facebook inboxes).
  • Routinely checking for order/payment anomalies and carrying out the necessary tasks to process those orders.
  • Directing incoming non-customer service related calls and messages to the most relevant person and department.
  • Responding to customer reviews via 3rd party platform, Yotpo.
  • Serving and assisting in the Frugi Shop.
  • Liaising with other departments to ensure business needs are met.

Essential skills

  • A positive ‘Can do’ attitude of helpfulness, with the ability to follow company procedures.
  • Excellent telephone manner and able to verbally articulate well.
  • Great written communication style with good grammar and spelling.
  • Great attention to detail and highly accurate to minimise any mistakes.
  • Highly numerate and able to apply a range of offers and promotions to sales.
  • Creative and innovative thinker and ‘out of the box’ problem solver with the ability to turn a negative situation into a positive outcome.
  • Super organised and able to work under time pressure and deal promptly with customer queries whilst remaining patient and professional.
  • Communicate effectively (written and verbally) with customers and staff at all levels.
  • Work within a lively team, but also have the initiative to work on your own.
  • Computer literacy, with a competent working knowledge of Microsoft Word and Excel, with a willingness to learn new skills and adapt as the business grows.
  • Customer Service/Retail experience would be beneficial but not essential.
  • Zendesk, Magento and NetSuite experience also preferable but not essential.

Company Description

About Frugi

Frugi is the UK’s bestselling organic childrenswear brand, proving that ethical and organic clothing can be bright, beautiful and successful! The company was born in 2004 and continues to grow at 25% every year, selling through a rapidly expanding network of over 500 stockists in more than 25 countries worldwide.

We strive to be ethical in everything we do, each year donating 1% of our turnover to our Little Clothes BIG Change charity project which includes a children’s charity, the Cornwall Wildlife Trust and an orphanage in India.

In 2019 we partnered with TotsBots with whom we share the same values and principles around ethics and sustainability. Through this partnership we are able to bring the Frugi, TotsBots and Bloom & Nora brands together, expanding our product offering and our team.

We have been awarded 3 Queens Awards, been earmarked by both the Best Companies 'Ones to Watch' list and The Sunday Times Fast Track 'Ones to Watch' list, received GOLD in the Healthy Workplace Awards for 3 consecutive years, expanded to more than 120 permanent team members with even more joining us for our busy seasons, accelerated our turnover year after year, donated over £850k to charity, and eaten a lot of pasties (and cake!).

We strive to be the most fun, desirable and trusted clothing brand on the planet, but this is only the start of it…

What’s in it for you?

  • We’re offering a full time, permanent contract, based at our head office in Helston, Cornwall
  • Working hours are currently Monday to Friday 9:00am–5:00pm, but will vary to cover an 8:00am–8:00pm Monday to Saturday model as required.
  • We’ll invest in you with a competitive salary, circa £17,550.00, depending on your skills and experience.
  • We’ll support your ongoing professional development with bespoke learning initiatives and training opportunities.
  • We offer fabulous career progression - as we grow, you’ll grow too!
  • If we have a good year, we’ll share our profits with the team.
  • We provide a generous holiday allowance and the option to buy or sell holiday.
  • We provide paid volunteer days, enabling you to give your time to a cause close to your heart
  • To help save for your future you can join our company pension scheme.
  • We’ll give you a whopping 60% discount across our fantastic range.
  • We’ll invite you to take part in our award-winning health & wellbeing activities.
  • We hold regular team events organised by our very own Frugi Fun Committee.
  • We offer a dynamic, innovative and exciting environment to work in. 

Other Application Details

Please click  Register and Apply or Log in and Apply.  

Send your CV and a covering letter stating why you are exactly the right person to join our team. Your covering letter is the perfect opportunity to showcase your personality and understanding of all things Frugi – so go for it!!

Closing date: Friday, 30th June 2021. We’ll be interviewing as we go along, so the role may close earlier than advertised. The early bird catches the worm!

Important: All applicants must have the right to live and work in the UK at the time of submitting your application; unfortunately, Frugi are not licensed to sponsor overseas workers.

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