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About the Role
Freddie's Flowers is seeking friendly, proactive, and positive individuals to join their award-winning customer services team. As the first point of contact, this role is crucial in ensuring customer satisfaction by understanding customer needs and resolving issues effectively.
Responsibilities
- Act as the first point of contact for customers, handling inquiries in a friendly and efficient manner.
- Capture and report customer feedback to enhance service quality.
- Collaborate effectively within the team and across departments to ensure optimal customer service.
- Build rapport with customers over the phone.
- Upsell flowers and services to retain customers considering account cancellation.
- Analyze problems and implement positive solutions.
- Handle a busy workload, prioritize tasks, and remain flexible.
Requirements
- Excellent interpersonal skills and enjoyment of teamwork.
- Friendly yet professional written and verbal communication abilities.
- Ability to analyze problems and find positive solutions.
- Quick learner with the ability to think on your feet.
- Ability to handle a busy workload, prioritize, and be flexible.
- Confidence in building rapport with customers over the phone.
- Ability to upsell flowers and services to retain customers.
- An interest in flowers and helping people.
- Previous customer support or customer-facing experience is desirable.
- Experience with spreadsheets, customer management systems, and other office software is desirable.
Skills
- Interpersonal skills
- Teamwork
- Verbal communication
- Written communication
- Problem-solving
- Adaptability
- Customer rapport building
- Sales/Upselling
- Customer service
- Feedback analysis
Location
- Office (minimum two days a week)
Work Type
- Hybrid
Experience Level
- Entry Level
- Mid Level
Benefits
- Option to buy extra holiday days
- Discounted flowers for friends/family
- WFH (where applicable)
- Learning and Development Support
- Cycle to work scheme
- Employee Assistance Programme
- Discounted gym membership
- Cash plan with Medicash
- Health and wellbeing sessions with The Mind Clinic
- Team socials and events
About the Company
- Freddie's Flowers was founded in October 2014 with the mission to change people's relationship with flowers, believing they make every day special.
- The company started with a direct-to-consumer subscription model and has expanded to Germany.
- In 2021, Freddie's Flowers secured backing from The Craftory to support expansion.
- A gifting service was launched in 2023.
- Freddie's Flowers is a B Corp organisation.
- The company's founding mission remains to change the world of flowers and to change the world with flowers.
Equal Opportunity
- All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.