Blossom is on a mission to make it easier to give children the best possible start to life. It’s no small task, and that’s why we’re always on the lookout for more talented people to help us do what we do even better. Designing and making the best product possible. Supporting our customers to ensure Blossom makes their lives easier. Helping spread the word to everyone that wants to listen. A lively and dynamic environment working within a forever growing team.
Benefits
- Hybrid working with 2 days remote per week.
- 24 day holiday entitlement exclusive of bank holidays and your birthday off!
The Role
At Blossom, we’re looking for a Customer Services team member to build great relationships with our customers, supporting them where needed, and become part of our mission to transform the Early Years and childcare industry.
What you'll be doing:
- Responding to our incoming calls, emails and tickets and greeting customers warmly & confidently.
- Owning your workload, including 1st line triage and escalation of tickets to 2nd and 3rd line. To identify and assess the customer’s needs & requests to achieve outstanding service on every call.
- Striving to meet and achieve your individual and the team's targets.
- Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
- To become an expert in Blossom. Including all financial and operational aspects of the product, the Early Years sector, Blossom’s values & your customers.
- To resolve product or service tickets by understanding and clarifying the customers query; following up promptly with a resolution.
- To keep records of all customer interactions on our CRM Tool (Hubspot) and our product management tool (Jira)
- To liaise internally with our technical teams as required to escalate issues and reach a conclusion.
- To arrange and provide training to our customers when needed.
- To work collaboratively with other departments to answer customer queries.
You’ll thrive in this role if you are:
- Have demonstrable experience using front-end ticketing systems such as FreshDesk, HubSpot, ZenDesk or similar.
- Have previously worked in a SaaS company or on a Support desk.
- Are good at listening to others and understanding their needs.
- Have great organisation and efficiency.
- Have a friendly and professional demeanour on the phone.
- Like to learn new things and want to develop yourself.
- Have a very good knowledge of English and are a great communicator in writing.
- Have passion for a product that simplifies the lives of many families and digitises the childcare industry
And it’d be even better if:
- Have experience in or passion for the childcare industry.
- You have customer retention experience.
We appreciate that everyone brings something unique, so even if you don’t tick every box above, we’d still love to read your application.
