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) 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.
