Member Experience Specialist

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Job Description

We’re looking for a new Member Experience Specialist to join our friendly team.

Our members are at the heart of what we do – and the successful candidate will be responsible for providing excellent services to our members, such as responding to queries, guiding people to support articles, and being a friendly representative of our company.

The ideal candidate will have a strong background in customer service – excellent communication skills, a high level of professionalism and the ability to think on their feet and make quick decisions.

MalgraBooks is a fully remote organisation, however the option to work from our Manchester City Centre office is available.

Responsibilities
  • Develop and maintain relationships with our members
  • Work with a wider team to resolve any member issues
  • Respond to emails from our members
  • Respond to contact from members via our social media channels
  • Support our online Facebook community via our main group
  • Provide professional and accurate responses to queries
  • Provide advice and guidance to new members on product options
  • Identify customer needs and suggest appropriate products
  • Maintain up-to-date knowledge of our packages, and also general knowledge of taxation (training is available)
  • Monitor customer satisfaction levels and take appropriate action to ensure customer retention
  • Be confident in dealing with complaints and escalating these if required
Knowledge / Skills
  • Excellent standard of written and spoken English
  • Experience of providing support virtually, i.e. via email or messenger
  • General knowledge on taxation in the UK System (training can be provided)
  • Knowledge of Slimming World Consultant back-0ffice activities and systems (Desirable)
Benefits
  • Competitive salary
  • Sick pay after 6 months employment
  • Flexible hours across our Monday – Friday standard working week
  • Remote working / option to work from our Manchester office
  • Equipment provided
  • Travel expenses for team meetings/ external events where required
  • Opportunity for training and development

No agencies please.

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