At a Glance
- Tasks: Engage with customers via email, phone, and social media to resolve queries.
- Company: Join Forthglade, a rapidly growing pet food company passionate about dogs.
- Benefits: Enjoy hybrid working, 25+ holidays, and a supportive team environment.
- Other info: Opportunity to influence customer experience and work in a dynamic, fast-paced environment.
- Why this job: Be part of a mission-driven team that prioritises customer satisfaction and pet welfare.
- Qualifications: 3 years in customer service, strong communication skills, and a love for dogs.
The predicted salary is between 24000 - 36000 € per year.
This is a vital role within our business 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. This role will be key to ensuring that our Customers remain at the heart of the business and will help to support the Customer Care team to continue providing the outstanding level of service our customers have come to expect from us.
Hours: 37.5 hours per week - Monday to Friday (8am or 10am start time will be required). (This is a full‑time position, however, we can offer flexibility of hours)
Reporting Into: Customer Care Manager
Holiday: 25+ Bank Holidays
Role Summary
This is a vital role within our business 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. This role will be key to ensuring that our Customers remain at the heart of the business and will help to support the Customer Care team to continue providing outstanding level of service our customers have come to expect from us.
Main Duties & Responsibilities
- Respond to day‑to‑day customer queries in a timely manner – inbound and outbound – through various customer contact channels (email, telephone, social media included) maintaining high quality responses that the team upholds.
- Support subscription customers through their experience with Forthglade, giving them the best experience possible.
- Work within the team and with the Customer Care Manager to highlight key trends and share opportunities to improve the customer experience.
- Proactively perform outbound calling activity that supports customers when affected by changes to our range, issues with their orders, or to provide additional insight to other areas of the business as needed.
- Monitor and provide insight into how customers are engaging with us through other channels, including Trustpilot (service & product reviews) and any other channels as needed.
- Take ownership of dealing with complex customer queries and/or complaints from receipt to resolution – working with other areas 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 who is passionate about giving great service, adaptable, flexible with a can‑do attitude.
Skills & Personal Attributes
- A minimum of 3 years’ experience in a customer facing/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 prioritise and maintain attention to detail.
- Must be trustworthy, reliable, and punctual in keeping with the company values.
Customer Care Agent in Okehampton employer: Forthglade Foods Limited
Forthglade is an exceptional employer that prioritises its employees' well-being and growth, offering a supportive work culture where customer care is at the forefront of our mission. With a hybrid working model, generous holiday allowance, and a commitment to employee development, we ensure that our team members thrive while delivering outstanding service to our valued customers. Join us in our exciting journey as we continue to grow and innovate in the pet food industry, all while being part of a passionate community that shares a love for dogs.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Agent in Okehampton
✨Tip Number 1
Familiarise yourself with Forthglade's products and services, especially their dog food range. This knowledge will not only help you connect with customers but also demonstrate your genuine interest in the brand during any discussions.
✨Tip Number 2
Practice your communication skills by engaging with customers on social media platforms. Responding to queries or comments can give you a feel for the types of interactions you'll have as a Customer Care Agent.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've successfully handled complex customer queries in the past. This will highlight your capability to manage challenging situations effectively.
✨Tip Number 4
Network with current or former employees of Forthglade on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
We think you need these skills to ace Customer Care Agent in Okehampton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service roles. Emphasise any specific achievements or skills that align with the responsibilities mentioned in the job description, such as handling complex queries or working with subscription customers.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer care and your love for dogs, as this is crucial for understanding the customers. Mention how your previous experiences have prepared you for this role and how you can contribute to Forthglade's mission.
Highlight Key Skills:In your application, make sure to highlight your communication skills, attention to detail, and ability to work in a team. Provide examples of how you've successfully managed customer queries or complaints in the past.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential for a Customer Care Agent.
How to prepare for a job interview at Forthglade Foods Limited
✨Show Your Passion for Pets
Since this role involves interacting with customers who love dogs, make sure to express your genuine interest in pets during the interview. Share any personal experiences or stories that highlight your connection with animals, as this will resonate well with the company's values.
✨Demonstrate Your Customer Service Skills
Prepare examples from your previous roles where you successfully handled customer queries or complaints. Highlight your ability to resolve issues effectively and maintain a positive attitude, as this is crucial for a Customer Care Agent.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific customer situations. Practice responding to common scenarios, such as dealing with a difficult customer or managing a complex query, to showcase your problem-solving skills and adaptability.
✨Research the Company
Familiarise yourself with Forthglade's products and services, as well as their mission and values. This knowledge will not only help you answer questions more effectively but also demonstrate your enthusiasm for the company and its goals.
