Customer Care Agent

Location: Okehampton, Devon

Hours: 37.5 hours per week - Monday to Friday (Hybrid)

Reporting Into: Customer Care Manager

Holiday: 25+ Bank Holidays

Role Summary:  

This is a vital role within our Customer Care team as we move into a new chapter in Forthglade’s journey. Having seen very fast growth of the business, we have big plans for the future, and this role will be key to ensuring that our Customers remain at the heart of the business and will help to support the team to continue providing the outstanding level of service our customers have come to expect from us.

Main Duties & Responsibilities:

• Respond to in a timely manner to day-to-day customer queries – inbound and outbound - through various customer contact channels (email, telephone social media included) maintaining the high quality of responses that we maintain as a team.
• Support our subscription customers through their experience with Forthglade giving them the best experience possible.
• Working within the team and with the Customer Care Manager to highlight key trends and share opportunities to improve the customer experience for customers.
• Proactive outbound calling activity that supports our customers when affected by changes to our range, issues with their orders or to help provide additional insight to other areas of the business as needed.
• Help to monitor and provide insight into how our customers are engaging with us through other channels including Trustpilot (service & product reviews) & any other channels as needed.
• Take ownership for dealing with complex customer queries and/or complaints from receipt to resolution – working with other areas of the business as necessary.

Experience & Knowledge

A genuine interest and love for dogs (this really helps in understanding our customers and being able to communicate with them effectively). A positive individual with a can-do attitude who isn’t averse

Skills & Personal Attributes

• A minimum of 3 years’ experience in a customer facing/customer service role
  Experience in written and telephone Customer Care/Service resolution.
• Numeric and literate.
• Ability to communicate effectively with customers and internal team members.
• Ability to prioritize and maintain attention to detail.
• Must be trustworthy, reliable, and punctual in keeping with the company values.