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- Tasks: Connect with customers via phone, providing support and enhancing their experience.
- Company: Untamed is a premium cat food eCommerce company based in London, dedicated to quality nutrition for cats.
- Benefits: Enjoy remote work, private healthcare, 25 days annual leave, and peternity leave for new pets!
- Why this job: Join a friendly team, make a real impact on customer experiences, and share your love for cats.
- Qualifications: Experience in phone-based customer service, excellent communication skills, and a passion for helping others.
- Other info: Flexible part-time hours with potential for full-time; must be UK-based.
The predicted salary is between 12000 - 28000 £ per year.
Job Title: Customer Engagement Specialist (Phone-Based, UK Remote)
Location: Remote (UK-based)
Salary: £20,000
Hours: Part-Time (30 hours per week), Monday to Friday, 10am to 4pm. With the potential to go full time.
Please read full instructions on how to apply down below! Candidates applying through Linkedin Easy Apply may not be considered.
About the Role
As our Customer Engagement Specialist, you’ll be connecting with customers over the phone as the helpful and friendly voice of our brand. Through outbound calls, you’ll make new customers feel valued, while proactively reaching out to dissatisfied customers to turn their experience around. You’ll also be the first point of contact for inbound queries, offering outstanding support and processing customer order and account modifications.
Your responsibilities include:
- Handling Incoming Calls: Serve as the first point of contact for customers, answering inquiries, resolving concerns, and providing exceptional support.
- Welcome Calling: Conduct friendly and professional calls to new customers, ensuring they feel valued and supported from the start.
- Transform Customer Experiences: Proactively call customers who are dissatisfied, listen to their concerns, and work to turn their experience around.
- Retention-Focused Conversations: Use soft sales techniques to highlight our value and encourage loyalty.
- CRM Engagement: Respond to email inquiries via our CRM and update customer orders & accounts to ensure comprehensive resolution of customer requests.
This is a phone-intensive role, so comfort with regular phone-based communication is essential.
What We’re Looking For
We’re seeking someone who:
- Excels at Spoken Communication: You’re articulate, professional, warm and confident in phone-based interactions.
- Is Customer-Centric: You genuinely care about helping customers and making their experience exceptional.
- Has Soft Sales Expertise: You can naturally highlight the benefits of our products while building trust.
- Is Resilient and Solution-Oriented: You’re calm under pressure, can think on your feet, and remain focused on your goal of providing genuinely valuable interactions with customers.
- Must have a genuine love for cats: You\’ll be interacting with fellow cat enthusiasts, so an appreciation for our feline friends is a must!
Requirements
- Proven experience in phone-based customer service (ideally with a focus on retention or soft-sales).
- Exceptional verbal communication and interpersonal skills.
- Ability to handle a high volume of calls while maintaining quality and professionalism.
- UK-based with access to a strong and reliable internet connection.
About Us:
Untamed is a premium cat food company dedicated to providing high-quality nutrition for cats. We are an eCommerce company based in London and we pride ourselves on our commitment to excellence, both in our products and our customer experience.
What We Offer:
- 💻 MacBook/PC and any other tech you need to get going
- 👩 ⚕️ Private Healthcare (with Dental & Optical Cover)
- 💸 Pension with employer contributions
- 📈 EMI-Approved Options Scheme
- 🏝️ 25 days of annual leave (prorated for part-time roles), in addition to bank holidays and your birthday off.
- 📚 L&D budget to upskill you in areas you care about
- 🏃 ♀️ Monthly Wellness contribution towards your fitness and health
- 🧠 Free Counselling & Mental Health Care through Spill
- 💭 Unlimited professional and personal coaching through MoreHappi
- 🌟 Paid charity days to give back to causes that matter most to you
- 🐾Peternity Leave to welcome a new pet to your home
- 🛩️ 28 working days sabbatical (prorated for part-time roles) after 4 years with Untamed. Here another 4? Take it again!
- 🐈 Huge discounts on all Untamed products for your furry friends
How To Apply:
Please send your CV and a short paragraph explaining why you are interested in working for Untamed to careers@untamed.com
We understand that one process does not fit all. Should you need any accommodations or adjustments to any stage of the application or interviews, please let us know the best way we can support you. We will do our best to make our hiring process accessible to you and further implement these accommodations in your everyday working life at Untamed.
Customer Engagement Specialist employer: Untamed | B Corp™
Contact Detail:
Untamed | B Corp™ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement Specialist
✨Tip Number 1
Make sure to showcase your phone communication skills during the interview. Practice articulating your thoughts clearly and confidently, as this role heavily relies on spoken interactions.
✨Tip Number 2
Demonstrate your customer-centric approach by preparing examples of how you've successfully turned around a customer's experience in the past. This will highlight your ability to handle dissatisfied customers effectively.
✨Tip Number 3
Since this role involves soft sales techniques, be ready to discuss how you can naturally highlight product benefits while building trust with customers. Think of specific instances where you've done this before.
✨Tip Number 4
Don't forget to express your love for cats! Since you'll be interacting with fellow cat enthusiasts, sharing your passion for feline friends can help you connect with the team and show that you're a great cultural fit.
We think you need these skills to ace Customer Engagement Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in phone-based customer service, especially focusing on retention and soft sales. Use keywords from the job description to align your skills with what Untamed is looking for.
Craft a Compelling Paragraph: In your short paragraph explaining your interest in working for Untamed, emphasize your passion for customer service and your love for cats. Show how your values align with the company's mission and culture.
Showcase Communication Skills: Since this role requires exceptional verbal communication, consider including examples of how you've successfully handled customer interactions in the past. This could be in your CV or the paragraph you submit.
Proofread Your Application: Before sending your application, double-check for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Untamed | B Corp™
✨Show Your Passion for Customer Service
Make sure to express your genuine love for helping customers during the interview. Share specific examples of how you've turned a negative customer experience into a positive one, showcasing your customer-centric approach.
✨Demonstrate Your Communication Skills
Since this role is phone-based, practice articulating your thoughts clearly and confidently. You might want to prepare a few scenarios where you effectively resolved customer issues over the phone, highlighting your verbal communication skills.
✨Highlight Your Soft Sales Experience
Be ready to discuss your experience with soft sales techniques. Prepare to explain how you've successfully highlighted product benefits in previous roles while building trust with customers, as this will be crucial for retention-focused conversations.
✨Connect Over Cats
Since the company values a love for cats, don't hesitate to share your own experiences with feline friends. This personal touch can help you connect with the interviewers and show that you align with the company's culture.
