Customer Experience Assistant
Biscuiteers
Customer Experience Assistant
Biscuiteers
Full Time
1
Year
Experience
To be discussed
Customer Experience Assistant
Biscuiteers
Full Time
1
Year
Experience
To be discussed
Skills
a good telephone manner
a positive flexible attitude
enjoy chatting with customers and solving problems
experience of customer service preferred
Job description
Biscuiteers is an award-winning luxury gifting brand, sometimes described as the ‘NET-A-PORTER of biscuits’. We launched in 2007 with the mission to offer a more unique, stylish and personalised gifting solution under the banner ‘why send flowers when you can send Biscuiteers?’ Every single biscuit is lovingly made from start to finish and each one is totally individual.
Our aim is to provide a seamless, joyful experience that delivers a little magic, one hand-iced biscuit at a time. We’ve grown enormously, particularly in the last 18 months. In 2020 alone, we hand-iced over 2.5 million biscuits and delivered them to customers all over the world.
As well as our eCommerce business, we have two biscuit boutiques, where we offer ‘School of Icing’ events, teaching our customers to ice like an expert, while they enjoy a cup of tea or coffee…or even a glass of Prosecco. We also work with a wide range of corporate clients, creating bespoke and branded designs for every occasion.
In 2019, we opened the Ministry of Biscuits – a brand new purpose-built production space in Wimbledon, London. It is here where the biscuit magic happens. Now delivering to over 193,000 customers in 117 countries, our Production team will dispatch over 150,000 orders this year. We’re on the hunt for self-motivated and hardworking individuals who thrive in a creative and dynamic environment.
We’re on the hunt for a fabulous Customer Experience Assistant to join our team at The Ministry of Biscuits!
You’ll become a key member of our small Biscuit Happiness Team who handle the day to day customer queries across the business. The majority of queries relate to our e-commerce store, however you’ll work closely with our two boutiques to support on event bookings. We deal with customer enquiries across email, phone, live chat and social media and you’ll be responsible for:
- Supporting customers and processing phone orders.
- Answering questions about our product range.
- Ensuring our high rating on Trustpilot is maintained, replying to reviews, and resolving any issues.
- Tracking customer orders and resolving delivery issues.
- Supporting event bookings for our two boutiques.
- Supporting delivery claims, refunds, and replacement orders.
- Working closely with our e-commerce, production, and warehouse teams to ensure any issues are raised and resolved promptly.
- Supporting our refer a friend and pressie points loyalty scheme.
- Outreach to our VIP customers to give them additional support and a ‘concierge’ service.
What the role involves….
This role is based in our offices in Colliers Wood, South London with flexible working 1-2 days per week. The right candidate will have:
- 1-2 years’ experience in a customer service role, preferably in an e-commerce brand.
- To be able to work quickly and under pressure, with good attention to detail.
- A flexible attitude and enjoy problem solving.
- A good telephone manner.
- A love of biscuits is a must!
What we offer…
We want to make Biscuiteers a really happy place to work. If you join the team, we’re pleased to offer a number of benefits to sweeten your working day, including:
- A special 35% staff discount on all our beautiful products.
- A birthday gift on your special day.
- Regular social activities to bring us all together.
- Automatic pension contributions.
- A cycle to work scheme.
- Breakfast provided every day for all our staff.
What our team says about us…
“The business is at a really exciting juncture and there’s lots to get your teeth stuck into and lots of opportunity to develop. A good place to learn in a fun, energetic environment with a really knowledgeable and passionate team.”
“Great people to work with!”
“People are lovely and supportive. A good company to develop your skills and grow”
“I’ve learned to ice biscuits really well and the other staff are friendly.”
“The staff are lovely. Really committed to the business and everyone helps each other out.”
Biscuiteers is an award-winning luxury gifting brand, sometimes described as the ‘NET-A-PORTER of biscuits’. We launched in 2007 with the mission to offer a more unique, stylish and personalised gifting solution under the banner ‘why send flowers when you can send Biscuiteers?’ Every single biscuit is lovingly made from start to finish and each one is totally individual.
Our aim is to provide a seamless, joyful experience that delivers a little magic, one hand-iced biscuit at a time. We’ve grown enormously, particularly in the last 18 months. In 2020 alone, we hand-iced over 2.5 million biscuits and delivered them to customers all over the world.
As well as our eCommerce business, we have two biscuit boutiques, where we offer ‘School of Icing’ events, teaching our customers to ice like an expert, while they enjoy a cup of tea or coffee…or even a glass of Prosecco. We also work with a wide range of corporate clients, creating bespoke and branded designs for every occasion.
In 2019, we opened the Ministry of Biscuits – a brand new purpose-built production space in Wimbledon, London. It is here where the biscuit magic happens. Now delivering to over 193,000 customers in 117 countries, our Production team will dispatch over 150,000 orders this year. We’re on the hunt for self-motivated and hardworking individuals who thrive in a creative and dynamic environment.
We’re on the hunt for a fabulous Customer Experience Assistant to join our team at The Ministry of Biscuits!
You’ll become a key member of our small Biscuit Happiness Team who handle the day to day customer queries across the business. The majority of queries relate to our e-commerce store, however you’ll work closely with our two boutiques to support on event bookings. We deal with customer enquiries across email, phone, live chat and social media and you’ll be responsible for:
- Supporting customers and processing phone orders.
- Answering questions about our product range.
- Ensuring our high rating on Trustpilot is maintained, replying to reviews, and resolving any issues.
- Tracking customer orders and resolving delivery issues.
- Supporting event bookings for our two boutiques.
- Supporting delivery claims, refunds, and replacement orders.
- Working closely with our e-commerce, production, and warehouse teams to ensure any issues are raised and resolved promptly.
- Supporting our refer a friend and pressie points loyalty scheme.
- Outreach to our VIP customers to give them additional support and a ‘concierge’ service.
What the role involves….
This role is based in our offices in Colliers Wood, South London with flexible working 1-2 days per week. The right candidate will have:
- 1-2 years’ experience in a customer service role, preferably in an e-commerce brand.
- To be able to work quickly and under pressure, with good attention to detail.
- A flexible attitude and enjoy problem solving.
- A good telephone manner.
- A love of biscuits is a must!
What we offer…
We want to make Biscuiteers a really happy place to work. If you join the team, we’re pleased to offer a number of benefits to sweeten your working day, including:
- A special 35% staff discount on all our beautiful products.
- A birthday gift on your special day.
- Regular social activities to bring us all together.
- Automatic pension contributions.
- A cycle to work scheme.
- Breakfast provided every day for all our staff.
What our team says about us…
“The business is at a really exciting juncture and there’s lots to get your teeth stuck into and lots of opportunity to develop. A good place to learn in a fun, energetic environment with a really knowledgeable and passionate team.”
“Great people to work with!”
“People are lovely and supportive. A good company to develop your skills and grow”
“I’ve learned to ice biscuits really well and the other staff are friendly.”
“The staff are lovely. Really committed to the business and everyone helps each other out.”
Customer Experience Assistant
Full Time
1
Year
Experience
To be discussed
Skills
a good telephone manner
a positive flexible attitude
enjoy chatting with customers and solving problems
experience of customer service preferred
Greenlea Park, Prince Georges Rd, London SW19 2JD, UK