Be the voice of Ffern for our customers. As a Community Coordinator, you'll deliver the Ffern experience at every touchpoint - resolving customer queries quickly, accurately and with the warmth and personality that defines the brand.
We're adding multiple roles to cover our busiest stretch, from mid November into early February, and we need people for about 20 hours a week (although we can be flexible on this) and ideally to cover evenings and weekends.
- Answer customer emails and contact-form queries in Gorgias, to a high standard of speed, accuracy and brand voice.
- Work through inbound messages, using appropriate templates and completing any necessary actions in our internal dashboard tool.
- Tag customer feedback consistently so it can feed our reporting.
- Hit daily targets for response time, ticket volume and customer satisfaction.
- Escalate complex or sensitive issues with clear context and a recommended next step.
- Flag recurring issues and customer themes to the wider team.
- Get full training, with one of our team alongside you until you're live.
mote within UK
Community Coordinator - FTC employer: Ffern
Ffern is an exceptional employer that prioritises a warm and engaging work culture, allowing Retail Assistants to thrive in a supportive environment. With flexible part-time hours and the opportunity to earn commission on sales, employees can enjoy a rewarding experience while developing their skills in customer service and retail. Located in a vibrant area, Ffern offers unique advantages such as a focus on unhurried customer interactions, making it an ideal place for those passionate about fragrance and personal connections.
