At a Glance
- Tasks: Manage customer happiness through Zendesk, ensuring timely ticket handling and quality assurance.
- Company: Join a global leader in children's storytelling with a mission to inspire imagination.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Collaborate globally and enjoy a vibrant work culture focused on innovation.
- Why this job: Make a real difference in children's experiences while working in a dynamic team.
- Qualifications: Experience with Zendesk and strong communication skills are essential.
The predicted salary is between 36000 - 44000 £ per year.
With a presence in over 100 countries and a diverse portfolio of ~1,500 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning. Since our IPO in 2021, our global team of 630+ colleagues is united by a shared mission: shaping the future of play, learning, and imagination.
UK Operations
- Own the Zendesk inboxes, ensuring that all tickets are handled within SLA and processed on time.
- Contacts include Offline written tickets, Live Chats, Returns, Reviews.
- Handle escalated tickets where manager input is required.
- Deliver training for new starters.
- Complete Quality Assurance Audits.
- Process Adyen and Pay Pal disputes.
- Business Central administration, ensuring accurate processing, posting, and reconciliation of transactions.
- Work closely with UK Operations and Marketing teams to proactively prepare for revenue generating initiatives, and to reactively communicate issues as they arise.
- Collaborate with the Socials team on donation initiatives, including coordinating and documenting donation orders.
- Consolidate and share team feedback about necessary changes and updates that will help improve the customer experience.
- Complete weekly CSAT analysis to determine drivers of dissatisfaction and pain points.
BPO Management
- Ensure the BPO agents provide an amazing customer experience across all support channels.
- Responsible for hitting Global Customer Happiness KPIs.
- Main contact point for BPO for any UK customer related issues.
- Mentor and provide support for tickets and questions escalated by BPO agents.
Global Collaboration
- Work with Global Zendesk administrator in order to design and implement chatbot experiences.
- Work with Global Customer Happiness counterparts on standardised onboarding processes and training materials.
- Calibrate with other Global Customer Happiness teams on Quality Assurance topics.
- Represent Customer Happiness in collaborative work with the Quality and Legal teams for High Risk issues.
Experience
- Managing or working closely with a BPO or outsourced support partner.
- Strong working knowledge of Zendesk (or comparable helpdesk platform), including inbox and SLA management.
- Experience handling payment disputes/chargebacks (e.g. Adyen, Pay Pal) is a plus.
- Proven ability to design, deliver, and continuously improve training programs.
- Comfortable conducting Quality Assurance audits and translating findings into coaching and process improvements.
- Analytical mindset, with experience using CSAT and other KPI data to identify root causes and drive improvements.
- Excellent stakeholder management skills, able to work cross-functionally with Operations, Marketing, Product, Quality, and Legal.
- Strong communicator, comfortable owning escalated and high-risk customer issues.
You must be currently located in the UK.
Remote customer happiness manager, uk & ie (remote within the uk) in Bordon employer: tonies UK Limited
At tonies, we pride ourselves on being an exceptional employer that champions creativity and innovation in a vibrant work environment. Our London office offers a hybrid working model, generous leave policies, and a strong focus on employee wellbeing, ensuring that our team members thrive both personally and professionally. With ample opportunities for career growth and a commitment to diversity and inclusion, joining tonies means becoming part of a mission-driven company dedicated to making a positive impact on children's lives worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Remote customer happiness manager, uk & ie (remote within the uk) in Bordon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at tonies UK Limited. 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 tonies UK Limited 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 Remote customer happiness manager, uk & ie (remote within the uk) in Bordon
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 tonies UK Limited:Your cover letter is your chance to shine! Tell us why you want to work at tonies UK Limited 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 tonies UK Limited!
How to prepare for a job interview at tonies UK Limited
✨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.
