At a Glance
- Tasks: Manage customer support operations and ensure an amazing experience for our users.
- Company: Join tonies, the leading interactive audio platform for children.
- Benefits: Competitive salary, discounts on products, and generous paid time off.
- Other info: Enjoy a collaborative culture that values inclusion and continuous learning.
- Why this job: Be part of a mission to redefine storytelling for kids in a fun, screen-free way.
- Qualifications: Experience with BPO management and strong communication skills required.
The predicted salary is between 27000 - 33000 £ per year.
tonies is the world’s leading interactive audio platform for children, with over 12 million Tonieboxes and 165 million Tonies sold globally. Our intuitive, screen-free system empowers children to learn and play independently in a safe and engaging way. 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.
The Customer Happiness Manager manages the day to day UK Customer Happiness operation by working with an external BPO partner. Contacts include Offline written tickets, Live Chats, Returns, Reviews.
- Complete Quality Assurance Audits
- Business Central administration, ensuring accurate processing, posting, and reconciliation of transactions.
- 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.
- Mentor and provide support for tickets and questions escalated by BPO agents.
- 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.
- 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’ll be part of a truly international community where every voice is heard. We offer a competitive salary and a range of comprehensive benefits tailored to your specific location, which we’ll share during the recruiting process.
- Collaboration & Community: We’re big on "we."
- Continuous Learning: Benefit from internal/external training and an individual learning budget to keep your skills as sharp as a Tonie’s ears.
- Tonie Discounts: Enjoy attractive discounts on our entire range of products.
- You’ll enjoy generous paid time off to ensure you have plenty of time for your own stories.
As part of our principles, we are committed to supporting inclusion and diversity at tonies. Everyone is welcome and supported in their development at all stages in their journey with us.
Here at tonies, we are changing the way children listen to their favourite audio content, by making digital audio tangible. We have created a safe and playful way for children to experience stories, music and educational content that is loved by parents and children alike. By combining the best of digital technology with the magic and playfulness of figurines (the so-called Tonies), our screen-less toniebox provides the perfect platform to enjoy all the benefits and fun of great audio content, without adding to children’s screen time.
Customer Support Executive - Remote Working in Messingham 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 Customer Support Executive - Remote Working in Messingham
✨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 Customer Support Executive - Remote Working in Messingham
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.
