Customer Experience Executive (German Bilingual)

Customer Experience Executive (German/English Bilingual)Who we are 🌍We’re Fussy…about everything in our mission to banish single-use plastic from your bathroom, with simple, natural and effective personal care products. We started with deodorant and in just a few years we’ve become the UK’s Highest Rated Natural Deodorant, been backed by some of the UK’s top investors including BBC Dragons’ Den, been named the UK’s Best Eco-Deodorant in Glamour Magazine, featured on This Morning, and have put in place the foundations of a world-class team of employees and advisors. But we’re far from being done. We’ve got ambitious plans and believe that by being Fussy, we can create a better planet for everybody. That’s where you come in! Our customers are the true heroes behind Fussy. As we scale and enter new markets, it’s important that we continue to optimise the service we provide them with. So we’re now on the lookout for a new Customer Experience Executive that knows how to go above and beyond to ensure all customer interactions turn into memorable 5* experiences.What you’ll do 💪Resolve our customers' queries effectively across all our channels by ensuring they get a best-in-class experience. Actively listen to our customers to provide them with the best resolution possible, in the most efficient way.Think creatively and go above & beyond to turn any customer issues into a memorable 5* experience. Play a vital part in improving our processes and customer experience by picking up on trends, coming up with innovative ways of working, and sharing these through our feedback loops. Live up to our Fussy values, be a team player, and help out when it’s needed to ensure the entire business runs smoothly. What we’re looking for 👀You’re fluent in English and German (written and spoken). You’ve got previous experience within a call centre, customer service or customer support team, ideally in a D2C or e-commerce space but that’s not essential (we’ll consider transferable skills too).You’ve got strong IT skills and pick things up quickly. Ideally you also have experience using Shopify and/or a CX software (i.e Zendesk or Gorgias) but that’s not essential. You’ve got strong written and verbal communication skills and a great eye for detail. You’re able to understand and analyse problems, in order to find the best appropriate solutions. You have a clear understanding of the impact customer service can have on a customer’s purchase decision and retention. You’ve got a strong work ethic, hold yourself accountable, and treat feedback as an opportunity to improve.You’ve got a can-do positive attitude and remain flexible and resilient when faced with change. You’ve got a keen interest in the sustainability and wellness space. We’re all about people, planet and pits!You’re reliable, supportive and just a genuinely nice, friendly person. What we’re offering 📝Permanent role, with learning & development opportunities.5 days per week, Monday-Friday shift pattern.Hybrid working, with 2 days per week (Tuesday & Thursday) in our East London office. Salary: £28,000 - £30,00033 days of paid holiday (includes bank holidays) + your birthday off. A share award package - making you a Fussy shareholder from day one.What to expect 🤔We’ll review your CV and application, if successful, you’ll move onto the stages below:You’ll be interviewed remotely by our Customer Experience Manager (approx 30 mins).To put your skills to practise, we’ll send you a written task that you’ll need to complete.You’ll have a final interview (in person) with our Head of Operations and/or Founder & CEO. You’ll also get to meet some of the team in person after this (approx 1h30 in total).What we commit to 🤝We’re proud to be an equal opportunity employer, committed to diversity and inclusion, both within the workplace and throughout our recruitment process. During your recruitment process you’ll meet team members with varying levels of responsibility and we encourage you to ask as many questions as needed to ensure Fussy is the right fit for you too. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.Sounds like something you can get on board with? Great! Time to get stuck in with other bright, funny and talented people, and join us on this crazy start-up journey. If anything, it won’t be boring, we promise! 💪🌍