Customer Experience Assistant in London

Life is short, make it count. Liforme is a company with boundless ambition, and we fundamentally believe that we can change the World significantly through our business. We are proud to be B Corp Certified. We are a dynamic privately owned and digitally native company in the Yoga and Wellness Sector with sales in over 185 countries Worldwide, and with many exciting things in the pipeline. We are a scale up business that still operates in many ways like a start-up, and this energetic and flexible approach is at the core of how we operate.

We reinvented the Yoga mat back in 2008 and have since grown to become a leading brand in the Yoga and wellness industry, loved and trusted for our ground-breaking innovations and our commitment to environmental sustainability and using our business to promote social justice in the World. We have a market-leading customer service record and average 4.9* product and service reviews globally – we do not like to do things by halves!

Our mission is to support and encourage the practice of Yoga and physical and mental wellbeing with our original, ground-breaking and truly useful products; to bring the values of Yoga to the Yoga business and beyond; and to unite a global community of people around our common goal to 'Live For More' through the products we produce and sell, how we run our business and how we Give Back to the World through it.

Headquartered in central London and now working in a hybrid remote + office structure (currently Wednesday/Thursday at our office in the heart of Camden Town, a few minutes from Camden Town tube), we are continuing to grow and strengthen our team with the addition of further like-minded, bright and ambitious people.

Job Purpose

Reporting to the Customer Experience Team Lead and Manager, you will be responsible for providing exceptional service across the board to drive and support growth in a global ecommerce company. You will be part of a crucial front-line team liaising directly with potential, new and existing customers, as well as dealing with our operational partners.

As Customer Service Assistant, your role will be to provide an exceptional service, liaising directly with customers to help efficiently drive and support growth, and to engage with our online community in a fast-growing global brand. You will also take part in a variety of office management activities, and will assist other team members in the office where necessary.

You must have the drive to always look for better ways to do things, to use your initiative to problem solve and to care about going the extra mile for every customer.

Key Responsibilities

• Building outstanding customer relationships to provide the best possible service to our global customers within the Yoga community
• Liaising with our operations team to ensure seamless customer experience through the operational processes
• Responding appropriately to all questions and queries within the designated time frame across multiple written channels of communication including email, social media, live chat, online messaging, review responses, public Q&As and more.
• Assisting with managing customer relationships across different social media platforms
• Conducting ongoing community engagement and gather sales leads to support business needs
• Assisting with managing customer databases
• Organising and handling general office management tasks
• Varied ad hoc support to other members of the Team including the CEO where required

What you’ll have

• Outstanding customer service skills and a genuine desire to go above and beyond
• Ability to work autonomously within an agreed remit to manage workloads and turnaround of work
• Great problem solving skills and a dedication to finding the most efficient but complete solution to issues as they arise
• Excellent writing and communication skills with a friendly disposition
• Excellent academic record
• Highly personable and able to fit in with a hardworking and dynamic team
• A common sense approach, a willingness to learn and a hard-working nature to get the task done
• Some previous experience of office or administrative work

Advantageous

• An interest in fitness, wellness and/or Yoga
• Experience working in the health and fitness and/or yoga industry
• Experience working in a start-up or fast growing ecommerce business

What you’ll bring

• Proactive, dynamic & energetic and with a real willingness to be hands on and get involved
• Exceptional communicator, particularly adept at written expression
• Highly personable and able to fit in with our hard working team
• Strong attention to detail
• Proven to thrive in a fast-paced entrepreneurial environment
• As the responsibilities of this role are varied, you must be a great all-rounder with the ability to manage multiple projects and deliverables simultaneously.

What we’ll bring

• Hybrid and flexible working structure – remote and office based
• Wonderful office space in Camden Town, Central London
• Private Health Insurance
• Pension contribution
• An exciting calendar of team social gatherings and events
• Probably the best people you’ve ever met

We know that diversity in experiences, backgrounds and identities can expand horizons. We’re committed to being an equal opportunities employer – and that starts with our recruitment process. We are simply united by a set of common values and goals: do exceptional work, support and encourage the practice of Yoga, challenge the norm, make the world a better place, treat people right, have a positive impact, give back, and have fun.