Customer Service Call Handler job at Telford Full Time NEW

Job Description Customer Service Call Handler (Hybrid)

Job description

About Us

Different Dog is a freshly cooked dog food subscription service with a difference. Founded by Charlie and Alex after seeing behind the curtain of the processed pet food industry, our mission is to improve dogs’ lives through high-quality, nutritious meals made with real ingredients.

We’re proud to be one of the UK’s most exciting pet food brands, with thousands of 5-star reviews on Trust Pilot and a passionate community of dog owners who believe nutrition truly matters. As a fast-growing subscription business, we’re building a team that shares our ambition, values, and love of dogs.

As we continue to grow across the UK, we’re looking for a personable and driven Customer Service Call Handler who is passionate about delivering outstanding service, building positive relationships with customers, and ensuring every interaction leaves a lasting positive impression.

Role Responsibilities

We are looking for someone who would be able to work on the schedule of Tuesday – Saturday 40 hours a week. 9 – 5.30pm.

• Make calls and emails with existing & new customers, educating the benefits of Different Dog and ensuring an understanding of their needs has been established.
• Direct daily contact with Customers (Calls, Emails, Chat Bot)
• Problem solving and ownership of any escalated issues and ensure a fast resolution
• Proactively identifying trends in customers feedback to improve our processes, product and technology
• Manage customer subscriptions through a subscription management system (Chargebee)
• Ensure conversations are on brand and rooted in our values.
• We need to be always accessible to our customers, this means that for the majority of this role you will be assured and have a passion for helping them on the phone.
• Adhering to goals and targets set for the team.
• Follow up with customers when necessary to ensure an outstanding experience is provided during the customers journey

Key Requirements

· Self-motivated – able to thrive in a start-up environment

· Demonstrate exceptional customer handling, interpersonal and written communication skills

· High attention to detail with ability to communicate effectively at all levels

· You must be genuinely passionate about helping people (and dogs!)

· Comfortable managing calls, emails and chat on a CRM system (Zendesk ideally)

· Naturally curious and thinking about how we can do better

· Be an effective problem-solver and capable of managing a diverse range of responsibilities

· You have 1 year + experience in customer service

· A genuine passion for dogs!

Benefits

· 22 holidays & your birthday off + Bank holidays per annum

· Different Dog employee discount

· Pension with NEST

Office Dogs

Different Dog values diversity and inclusion, where we welcome people of different backgrounds and abilities in our team

Job Types: Full-time

Pay: From £26500

Expected hours: 40 per week

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Health & wellbeing programme

Schedule:

• 8 hour shift
• Tuesday – Saturday
• Weekend availability

Experience:

• customer service: 1 year (required)

Work Location: In person/Hybrid

Different Dog offices are based in Telford.

Job Types: Full-time, Part-time

Pay: £26,500.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Health & wellbeing programme

Experience:

• customer service: 1 year (required)

Work Location: Hybrid remote in Telford (Shropshire)