Customer Support Associate
Customer Support Associate
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Job Description
About HIVED
At HIVED were steamrolling forward as one of Europes fastest growing startups and our momentum shows no signs of slowing.
Based in London we are a climate and logistics startup building the first sustainable parcel delivery network at scale powered by a 100% electric fleet. In an evergrowing industry where unreliable service has long been the norm HIVED has been built from the groundup to meet the demands of modern consumers and disrupt parcel delivery and provide an outstanding customer experience.
Already trusted by leading international brands such as Zara Uniqlo ASOS Nespresso and more we are solidifying our position as the leaders in Europe to tackle this growing market.
Our tightknit team is made up of exRevolut Bain HelloFresh ASOS Apple and Google employees and we are backed by some of Europes leading investors and VCs in climatetech logistics and mobility including Planet A Ventures Maersk Growth Pale Blue Dot VC Eka Ventures and the British government. Were passionate about driving innovation and redefining the future of delivery.
Role Overview
Building out an outstanding delivery experience is all about support and trust for every delivery. Our customer support team is a crucial part of this delivery journey providing end recipients with the visibility and information they need to have a smooth experience.
As Customer Support Associate you will have the opportunity to shape the HIVED brand experience for endrecipients ensuring every touchpoint reflects our commitment to excellent service. In this role maintaining industryleading response and resolution times is key with a goal of responding to customers quickly and solving their core operational queries. Success in this role will depend not only on helping to solve but also on thinking critically about how customer issues are handled and whether we can do better to improve their experience.
Please note that this is a shiftbased role. You will work a 4on4off pattern (4 days of work followed by 4 days off to rest and restore). Shifts are day time 12 hours in length. The right candidate is comfortable with this kind of schedule and the necessary travel to and from our North Woolwich depot (London E16).
Requirements
- Demonstrate exceptional customer handling interpersonal and written communication skills
- Strong multitasking and problemsolving skills with the ability to move quickly between customer queries and operational issues
- Capability to thrive in a fastpaced highvolume workplace and contribute to a positive kind and respectful workplace culture
- 12 years experience in a similar clientfacing customer service roles
- Driven to deliver firstclass service and exceed customer expectations with an exceptional attention to detail
Benefits
- Dynamic working environment with a diverse and driven team
- Huge opportunity for learning in a high growth environment with progression opportunities based on success in the role
- 25 days of holiday allowance plus public holidays
- Wellbeing initiatives including three wellbeing days in addition to holiday allowance
- Weekly team lunch and regular company socials
- MacBook Air or Windows Laptop (depending on your preference)
- Hybrid working setup with inperson time expected at both our Shoreditch office and North Woolwich based depot
- Enhanced maternity/paternity/adoption policy
Employment Type
Full Time
