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About the Role

As a Customer Experience Specialist for Treatwell, you will be the first point of contact for UK & Ireland based business partners, handling queries via phone, live chat, and email. This role requires someone who can provide best-in-class service, manage multiple tasks, and enhance brand reputation through positive interactions and effective problem-solving.

Responsibilities

• Provide exceptional customer service to business partners through multiple communication channels.
• Build rapport with customers to resolve issues quickly and provide accurate product and policy information.
• Utilize tools such as Salesforce to document and log communications.
• Meet and exceed key performance indicators for response time, resolution time, and customer satisfaction.
• Gather and relay customer feedback to relevant teams for product improvement.
• Advise and support partner salons to facilitate business growth.
• Maintain consistent communication with Partner Success teams regarding queries and account changes.

Requirements

• Active listening and empathy when speaking with partners and customers.
• Act as the brand representative, resolving inquiries with empathy, speed, and personality.
• Strong written and verbal communication skills.
• Problem-solving abilities.
• Highly organized with the ability to structure the workday effectively.
• Strong attention to detail and accuracy in recording interactions.
• Team player thriving in a fast-paced environment.
• Positive and proactive mindset.
• Ability to work Monday to Friday.

Skills

• Customer Service
• Communication
• Problem Solving
• Organization
• Attention to Detail
• Teamwork

Location

• London

Work Type

• Onsite
• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• Competitive monthly bonus structure based on performance

Benefits

• 28-days holiday, plus bank holidays
• Competitive monthly bonus structure based on performance
• Monthly £40 Treatwell vouchers
• Mental health support through partnership with OpenUp

About the Company

• Treatwell is a team of 800+ passionate individuals across Europe.
• We are the industry's smartest salon management software, connected to Europe's leading bookings platform.
• We work with over 50,000 salon partners across 13 countries.
• We process over 8 million bookings monthly.
• We are on an exciting journey to digitally revolutionize the hair and beauty community.

Equal Opportunity

• Treatwell is an ‘Open to All’ employer and warmly welcomes every body to the team.
• We are committed to making reasonable adjustments to the recruitment process as required.