Customer Service Assistant

About NIO Cocktails

NIO Cocktails was born in 2017 to change attitudes around cocktail consumption among the general public. The brand rapidly became a leading innovator in the world of ready-to-enjoy cocktails in both Italy and the UK. The concept behind NIO is simple: just shake, tear, pour. NIO, which stands for Needs Ice Only, is based on the dream of being able to enjoy your favourite cocktails whenever you want, all while maintaining the highest quality in both the recipes and their ingredients. All NIO Cocktails boast the seal of approval of Patrick Pistolesi, Italian master mixologist and brand ambassador to some of the world’s most prestigious spirits brands, who is the founder of the 19th Best Bar in the World. Pistolesi's artistry is reinforced by NIO’s collaboration with some of the best producers and spirits labels in the world.

About the role

We are looking for a Customer Experience Assistant to join our Customer Experience Team for 6 months over our busiest period (Black Friday, Christmas, Valentine’s and Mother’s Day).

This role will work directly with the Global Head of CRM to build an incredible on-brand service experience across the customer journey, leveraging traditional and non-traditional channels to service customers, inspire customers to return and ultimately, deliver customer loyalty. This position will assist in creating a gold standard in customer service in the United Kingdom with the possibility of working remotely with colleagues in Germany and Italy.

This role requires experience in customer service and/or customer service platforms. You'll be a great communicator who has an eye for detail and can help customers with everything from product questions to tracking down their parcel. You'll be willing to go the extra mile to give every customer the best possible experience.

Our customer service operates 7 days a week, which may require a limited amount of weekend work during peak seasons.

Roles and responsibilities...

• Handle customer complaints, provide appropriate solutions and alternatives within the company KPIs or SLAs; follow up to ensure a satisfactory resolution to achieve high CSAT.
• Quickly identify and assess customers’ needs to achieve satisfaction and escalate customer enquiries to senior members of the team as required.
• Respond to all Trustpilot customer reviews within the agreed timeframe.
• Gathering customer feedback and sharing with relevant stakeholders to eliminate pain points.
• Work with our logistics team to release held orders and resolve shortages.
• Assist the team in compiling and sharing periodic reports on CS KPIs, damages, shortages etc.
• Assist the team in managing the claims process with our chosen couriers.
• Work closely with our outsourced customer service overflow team, OnePilot.

About you

• 1 year of experience in a customer experience function, with time spent dedicated to customer service.
• Experience of working within a team to meet SLAs or KPIs and a high standard of engagement with customers.
• Knowledge of customer service systems, such as Zendesk, Freshdesk or Gorgias.
• Competent in working with data, analysing and reporting on service trends and performance.
• Experience in resolving customer enquiries via social media, email, live chat, and phone calls.
• An authentic relationship builder with a capacity for creative problem-solving to offer the best experience for customers.
• Comfortable working in a fast-paced environment.
• Based in the United Kingdom but with the ability to travel.
• Fluent in English. A second language spoken between Italian or German is a plus.

Location: London office 2 days per week/3 days working from home

Hours: 40 per week

Availability: Immediate