Customer Support Specialist

ABOUT US

At Gozney, we're on a mission to revolutionize outdoor cooking worldwide. Established in 2011, we craft stunning, practical, and resilient outdoor cooking tools that spark a passion for making, creating, providing, connecting, discovering, and growing.

Our purpose is to enhance human experiences through live-fire cooking or maybe we just really love crafting exceptional pizzas;

after all, who doesn't love pizza? Originating as the #1 UK manufacturer of commercial pizza ovens, we've forged a trail with our professional-grade, user-friendly outdoor and backyard ovens.

We're seeking motivated individuals excited to join our expanding team and embark on an incredible journey. Whether you're passionate about pizza, outstanding products, food culture, lifestyle, the outdoors, or thrill-seeking or if you're simply looking for a company that values you as much as an individual as it does as an employee apply today.

SUMMARY

As a Customer Experience Specialist at Gozney, you play a pivotal role as the initial point of contact for our customers, embodying the essence of the Gozney brand.

Your commitment is to consistently provide top-notch, customer-focused, and efficient service. Proficiency in both written and verbal English is essential.

Your extensive product knowledge allows you to convey features, functionalities, and real-life insights to both new and existing customers.

Your role involves ensuring smooth processes throughout the customer journey, advocating for Gozney products, services, and brand.

Join us in championing customer satisfaction and supporting the business alongside the Customer Experience team.

RESPONSIBILITES

• Efficiently manage and respond to customer inquiries across multiple channels, including phone, email, live chat, and various social media platforms, providing customers support across all locations as needed.
• Utilize Gozney customer service software to promptly address and assist with customer cases, ensuring accurate reporting to support various business areas.
• Offer technical support to Gozney customers, ensuring optimal performance of their products and helping them maximize the value of their purchase.
• Proactively engage in continuous development of product knowledge and skills, staying ahead by understanding competitor products and comparing them to Gozney’s product lines.
• Effectively communicate product specifics and functionality, highlighting why Gozney is the ideal choice for customers.
• Monitor customer review platforms and respond promptly to a variety of reviews.
• Handle after-sales queries, coordinating with operations to ensure timely product delivery, keeping customers informed.
• Ensure customers receive order tracking information, collaborating with the Operations team to automate tracking information when applicable.
• Liaise with warehouses and couriers to facilitate returns and resolve delivery issues raised by customers.
• Contribute to the ongoing improvement of processes and efficiencies, actively collecting customer feedback.
• Report emerging consumer trends and demand to the Customer Experience Support Manager.
• Undertake any other ad hoc duties as required by the business.

WHAT WE ARE LOOKING FOR

• Proven experience in a similar customer service role.
• Demonstrated excellent organizational skills, meticulous attention to detail, and the ability to manage multiple tasks in a fast-paced, time-sensitive environment.
• Ability to maintain composure under pressure, possess a fun sense of humor, and adeptly handle a diverse range of customer requests.
• Exceptional written and verbal communication skills, with a commitment to showcasing these abilities throughout the recruitment process.
• Proficient digital skills and preferably experience with customer management systems.
• Proactive approach to work with strong problem-solving skills.
• Capability to comprehend the technical aspects of the Gozney range, considering both product features and culinary perspectives.

Your holistic understanding contributes to effective customer engagement.

A BIT ABOUT WHAT WE OFFER

• Competitive salary, bonus, 401K match program, medical / dental / vision, and pizza!
• Paid parental leave
• Flexible / Unlimited PTO policy
• Fun hybrid work environment
• Free Roccbox and Friends and Family discount on Gozney products

Diversity and Inclusion Commitment :

Gozney is an equal opportunity employer that values diversity and inclusion. We embrace individuals of varied nationalities, backgrounds, experiences, abilities, and perspectives.

Our ongoing commitment is to foster an inclusive and supportive workplace, enabling you to excel in your career.