At a Glance
- Tasks: Support customers with technical inquiries and enhance their experience with Gozney products.
- Company: Join Gozney, a leader in outdoor cooking innovation and creativity.
- Benefits: Competitive salary, flexible time off, and discounts on amazing products.
- Other info: Enjoy a hybrid work environment and opportunities for personal growth.
- Why this job: Be part of a passionate team transforming outdoor cooking while having fun.
- Qualifications: Experience in customer service, strong communication skills, and a love for food.
The predicted salary is between 30000 - 40000 £ per year.
Location: Bournemouth- UK - Hybrid Working (2-3 days in office)
ABOUT US
At Gozney, we are on a mission to change the way the world cooks outdoors. Since 2010, Gozney has made cooking with fire easy by pioneering next-level pizza ovens. Harnessing knowledge from our origins in commercial ovens, Gozney’s multi-award-winning outdoor pizza ovens are beautiful, high-performing, durable tools designed for chefs and made intuitive for beginners, so anyone can make, create, cook, connect, discover, and grow. We are creators of new experiences, and we’re seeking motivated individuals excited to join our expanding team and embark on an incredible journey. We are passionate, innovative, bold, and relentless. All while having a ton of fun.
SUMMARY
As the Technical CX Support Specialist for Gozney, you will report to our Senior Technical Customer Experience Manager and be the crucial bridge between our customers and our teams. You will serve as a product specialist, advising cross-functional stakeholders with data-driven feedback and recommendations and you will lead cross-functional teams to evolve products and processes. With a keen attention to detail and a deep understanding of Gozney products, warranty terms, sustainability and the future product roadmap, you will actively contribute to product investigations and engage in quality assurance and operations discussions. Your innovative approach to identifying technical gaps and leveraging process excellence methodologies will play a key role in enhancing collaboration across teams, ultimately elevating the overall customer experience.
RESPONSIBILITIES
- Efficiently manage and respond to customer inquiries across multiple channels, including phone, email and live chat, providing support across all locations as needed.
- Utilise Gozney customer service software to promptly address and assist with customer cases, ensuring accurate reporting to support various business areas.
- Offer technical support to Gozney customers, troubleshooting product issues to ensure optimal performance and full resolution whilst helping them maximise the value of their purchase.
- Handle warranty claims and provide comprehensive support, ensuring customer satisfaction and adherence to warranty policies.
- Develop and maintain technical documentation, FAQs, and user guides to assist customers in troubleshooting and product usage.
- Proactively engage in continuous development of product knowledge and skills, staying ahead by understanding competitor products and comparing them to Gozney’s product lines.
- Effectively communicate product specifics and functionality, highlighting why Gozney is the ideal choice for customers.
- Handle after-sales queries, coordinating with operations to ensure timely product delivery and keeping customers informed.
- Liaise with warehouses and couriers to facilitate returns and resolve delivery issues raised by customers.
- Contribute to the ongoing improvement of processes and efficiencies, actively collecting customer feedback.
- Report emerging consumer trends and demand to the Director of CX and Senior Technical Support Manager.
- Undertake any other ad hoc duties as required by the business.
WHAT WE ARE LOOKING FOR
- Proven experience in a similar customer service role, with a focus on technical support.
- Demonstrated excellent organizational skills, meticulous attention to detail, and the ability to manage multiple tasks in a fast-paced, time-sensitive environment.
- Ability to maintain calm and professional under pressure, demonstrating empathy, adaptability and patience and adeptly handle a diverse range of customer requests.
- Exceptional written and verbal communication skills.
- Proficient digital skills and preferably experience with customer management systems (Zendesk, Shopify, Netsuite).
- Proactive approach to work with a ‘detective’ mindset, with a passion for finding the root cause of issues, demonstrating critical thinking and problem solving.
- Capability to comprehend the technical aspects of the Gozney range, considering both product features and culinary perspectives.
- A real passion for food and cooking outdoors!
UK - A BIT ABOUT WHAT WE OFFER
- Competitive salary, bonus scheme, Pension, benefits, and pizza!
- Flexible paid time off including 26+ days holiday.
- Fun hybrid work environment – 3 days a week in our Bournemouth office.
- Free Roccbox and Friends and Family discount on Gozney products.
Diversity and Inclusion Commitment:
Gozney is an equal opportunity employer that values diversity and inclusion. We embrace individuals of varied nationalities, backgrounds, experiences, abilities, and perspectives. Our ongoing commitment is to foster an inclusive and supportive workplace, enabling you to excel in your career.
Technical Product Support Specialist in Bournemouth employer: Gozney
Gozney is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of Bournemouth. With a commitment to employee growth, we offer competitive salaries, flexible working arrangements, and opportunities for professional development, making it an ideal place for finance professionals looking to make a meaningful impact in a global context.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Product Support Specialist in Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gozney. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Gozney before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Product Support Specialist in Bournemouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Gozney:Your cover letter is your chance to shine! Tell us why you want to work at Gozney specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Gozney!
How to prepare for a job interview at Gozney
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
