Location: London, UK

Role type: Hybrid

Reports to: UK Customer Experience Supervisor

Salary Range: £29k-31k excluding pension

COMPANY OVERVIEW

Fresho is a fast growing tech start-up on a mission to transform the food industry for the benefit of people and the planet.

Our order management and payments software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable. We work very closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.

Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.

Fresho has raised over $30m to date and processes almost $400m monthly through the platform with 750,000 orders going through monthly. The business is headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.

About the Role: 

We’re looking for a customer service legend who can bring a strong growth-mindset and a high standard of written English, to provide exceptional customer support and experience, technical support, and issue resolution to our customers, ultimately ensuring their satisfaction with Fresho.

You’ll ably balance speed and quality in a high-volume department, answering questions and solving problems for a wide variety of customers and be involved with improving and updating CX team processes and procedures.

An empathetic nature and genuine interest to help others is part of your DNA. Within the business, CX has the longest relationship with our suppliers and customers and building a rapport with them is essential to gain trust and open communication.

As part of a globally dispersed team, you'll thrive in an environment that celebrates inclusivity and values your unique contributions.

Key Responsibilities:

Customer Communication and Technical Support

• Utilise a high standard of written English to respond to client inquiries via email and using Service Cloud (Salesforce).

• Respond to customer inquiries via phone, and email in a timely and professional manner, occasionally handling out of hours emergencies

• Troubleshoot and resolve technical issues related to Fresho

• Document customer interactions and resolutions in our CRM

• Provide product training and support to customers as needed

• Report any unusual responses, requests, or feedback to the appropriate channels.

• Meet daily case target numbers

Customer Value Creation

• Together with the Sales and Onboarding teams, identify and implement where Fresho can create value for our customers’ businesses to ensure customer success.

• Promote Fresho’s Customer Experience by encouraging positive customer comments on Google, Trust Pilot, and LinkedIn

• Continuously expand and improve your knowledge of our products and services

Stakeholder Management & Collaboration

• Collaborate with cross-functional teams, including Product Development and Engineering, to address and resolve technical issues reported by customers.

• Collaborate with the Sales and Onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers.

• Provide customer feedback to our product team

• Maintain professionalism and courtesy while interacting with clients, including global food suppliers, culinary venues, and chefs.

• Identify areas of need within the Customer Experience department and help drive process improvements.