Customer Experience Executive

Posted Sep 14

Description

About Us

Now more than ever, people want every experience to be instant and on-demand. And when it comes to getting paid, people want their cash yesterday. But every year organisations waste time, money and energy sending more than $20 trillion in payouts to individuals using cash, checks, credit, debit, prepaid and gift cards! Held back by the legacy banking systems, crushed by the costs and complexity of credit cards there is this monster industry still lingering in the digital dark ages.

At WeGift we’re changing all that. We’ve built our own proprietary payment rails that enables any organisation to send money to any individual, anywhere, instantly. No bank account required. No insane interchange fees. We even get up to 20% in commissions from retailers for driving sales which we pass onto our customers. It’s discounted money! We’re throwing away the old model, and transforming how we move and use money forever. We want amazing people like you to join us and be part of that journey.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

You can read more about our team here: Diversity & Inclusion

The Role

As a member of the Customer Experience team, you will be instrumental in shaping and scaling our front line customer experience, across email, phone and live chat.

Team Description

The Customer Team is comprised of 4 branches - Customer Success, Customer Experience, Account Management and Technical Operations. All these branches work together to ensure a seamless first-class experience for all our customers and the continued delivery of value and outcomes.

What Excites You

  • Delivering first-class customer experience by responding to customer requests and queries promptly and professionally.
  • Generating and suggesting systematic solutions to solve repeating queries or anticipate customer future needs.
  • Working closely with other teams across the company to solve problems and ensure the best possible outcome.
  • Coordinating our customer support responses over a number of platforms
  • Maintaining great relationships with our brand and e-commerce partners, and work with them when necessary to solve queries.
  • Analysing our current customer support processes, so that they can be refined and optimised.
  • Developing expertise across all of our products and be able to identify when an issue should be escalated

What Excites Us

  • An internship or relevant work experience in a customer-focused role
  • Strong technical skills with the ability to learn new software.
  • Ability to prioritise internal and external requests and manage your own workload effectively.
  • Excellent communication skills, both verbal and written.
  • Able to work under pressure and put customers at ease.
  • Able to work autonomously as well as being a positive team player.

Benefits

  • Participation in the Employee Options pool so you get to own a piece of WeGift.
  • Pension scheme (3% contribution)
  • Staff perks with WeGift brands - discounts of up to 12% on coffee, weekly groceries, holidays, the list is endless.
  • A minimum of 25 days holiday + bank holidays (we’re not too descriptive about holidays so if you need more time off then just ask).
  • WeRecognise, where we shine the spotlight on exceptional employees every quarter who in turn get a £200 award in the eGift card of their choice.
  • £1,000 annual L&D allowance to invest in mastering your craft, including accredited studies.
  • Regular virtual team socials
  • Generous maternity and paternity packages to make sure you get to spend time with your new bundle of joy.
  • Cycle to work scheme - save some £££ on buying a bike.
  • Due to the impact of Covid-19, we are currently a remote-first company however, in the future this role will be based in our London office (currently WeWork King's Cross but subject to change).

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.