Customer Experience Executive (3 month fixed term contract)

About Fussy

Hey good smelling! We’re Fussy…about everything in our mission to banish single-use plastic from your bathroom. Having experienced exceptional growth over the past four years, we are now looking for a talented individual to join the team as a Customer Experience Executive, on a 3 month fixed term contract.

Our customers are the true heroes behind Fussy. As we scale, 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.

About the role

Joining as our Customer Experience Executive you’ll be responsible for giving our customers an amazing experience. This role will be a 3 month contract, 5 days per week, Sunday-Thursday shift pattern (days off Friday and Saturday).

Specifically, you’ll:

• Resolve our customers' queries effectively across chat, email and social and ensure they get a world class experience during our busiest sales period
  

• 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.

About you

Great comes in lots of different forms, and we’re really open to seeing candidates from a range of brackgrounds. Given the nature of this role and what we’ll ask of you, we do believe that the following skills are needed to be able to deliver to a high standard:

• You’re fluent in English (written and spoken).
• You’ve got at least six months of experience within a customer service or customer support team (this can be e-commerce or retail).
• 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.

And anyone who has these skills too would likely be a super fit for this role, but these are by no means essential:

• Ideally you also have experience using Shopify and/or a CX software (e.g. Zendesk, Dixa or Gorgias) but that’s not essential - we’ll get you up to speed.

What we offer 🤝

• A chance to play a part in banishing single-use plastic from the bathroom
• A salary of £28,000 pro rata on a 3 month FTC
• This role is fully remote
• 33 days pro rata annual leave including flexible bank holidays + a day off for your birthday – we encourage you to take time off to switch off, rest and recharge.

Who we are 💪🌍

Fussy are on a mission to banish single-use plastic from the bathroom by designing simple, effective and convenient personal care products that are backed by science not buzzwords. Our first product, a refillable deodorant is now the UK’s top rated natural deodorant and has blessed the armpits of everyone from Holly Willoughby to some very known Dragons’. We have put in place the foundations of a world-class team of employees and advisors and this is a super exciting time to join as we are now looking to accelerate our growth into new products and territories. We as a brand have the responsibility, consumers have the power and it’s only together we can do this. Power to your pits!