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12 days ago
PetsPyjamas Ltd
Basic Salary: £19,000
Company benefits: Flexible working hours, Additional holidays
Location: East London
Job type: Permanent
Business sector: B2C
Contact: Emily Bush
Category: Customer Service Jobs

Customer Support/Product Fulfillment Executive

Here at PetsPyjamas, we are dedicated to delighting our customers every step of the way. With our dedicated expert Pet Concierge dealing with all initial contact to ensure that every customer finds that ‘pawfect’ getaway for them and their pet; our Customer Support team handle all aftercare, from prepping, packaging and posting out our unique Pet Goodie Bags, to liaising between the customer and property to resolve any issues. Always a brand evangelist, our Customer Support team ensures that no matter what happens, the customer and their four-legged friend have received the best PetsPyjamas experience.

If you consider yourself to be proactive, self-motivated and customer focused then this role could be just for you.  You will need to be flexible in your approach, agile with your working and keen to not only rethink processes but also implement them. You will be working in a small team of three and will have ownership of the Product Fulfillment area of the business which involves working closely with the Chief Product Officer.  This is a great opportunity to work in a fast growing start-up environment.

Role & Responsibilities:

Customer Support:

  • Confirm bookings with properties and send confirmations to customers.
  • Solving customer enquiries via telephone and email in line with SLA’s.
  • Acting as the face of the PetsPyjamas brand, you’ll welcome all visitors to the building, ensuring that the relevant departments are notified.
  • Work closely with the sales team to ensure that any issues are resolved quickly and effectively.

Product Fulfillment:

  • Process all Pet Goodie Bag’s from data pulling, creating and packing.
  • Working closely with the Chief Product Officer to process B2B orders.
  • Perform stock takes on a weekly and monthly basis.
  • Liaise with Marketing and Finance Departments to ensure stock is on brand and ordered on time.

Skills, Experience & Your Personal Characteristics:

  • Passion for customer service.
  • Experience of processing multiple telephone and email enquiries a day.
  • Familiarity with CRM systems such as Bazaarvoice & ZenDesk
  • Comfortable with working in a fast-paced environment and confident when working to tight time constraints.
  • Outstanding interpersonal skills.
  • Keen attention to detail and ability to work to predict and prevent.
  • Organised, pro-active and self-motivated.
  • Reliable and consistent hard-working attitude.
  • Be confident, highly approachable and a team player.
  • Hungry to learn and be part of an exciting, fast-paced start-up environment.

What we have to offer:

  • A truly exciting and fast moving environment where you have an opportunity to truly make your mark - build on your previous experience as well as try new things in a supportive environment.
  • Opportunities to develop and grow through our ongoing training and be coached/mentored by some of the best in the business.
  • Cool workspace in a trendy Shoreditch location.
  • Regular and varied team socials.
  • Bi-weekly visiting therapist.
  • The chance to work with an ambitious and vibrant team of like-minded individuals with a hunger to succeed.
  • Fresh fruit and endless coffee to keep you energised!
  • Regular team incentives.
  • A chance to bring your pet to work or indulge your love of pets!
  • ‘Flexi-hour’ - a free hour each week for those precious lie-ins or early finishes.

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