vvast Life

Job Vacancy – Customer Experience Specialist

Date posted: 28/07/2021

About the job

Here at vvast we know D2C is rapidly evolving and so we keep brands a step ahead. We’ve disrupted the outsource model and are ready to scale brands at pace and work with our brands to define their strategy for a connected customer experience.

We understand that D2C is far more than systems and processes so we’ve built our model on a foundation of collaboration and many years of experience in the team from trading 200+ brands across EMEA.

We are looking for someone to join our small but highly connected, fully engaged and full on customer focused team.

A little about you

You are the pro that end-users of our products can rely on to answer. You offer our customers a standout experience via telephone, email, and live chat and understand each customer is different.

You help customers find the right products for them. Be it a new cooler from YETI to help on their adventures. A new helmet from Troy Lee Designs for hitting the tracks with. A new backpack from Jansport for the start of Uni. Or even a new wetsuit from Florence Marine X.

Our customers are diehard fans so you will need to answer the questions about what products work best for their adventures, along with recommendations regarding what gear works best for the ultimate fan. You look at challenges as opportunities and take ownership to bring resolution. You thrive in an everchanging environment and can multitask like a boss. You intentionally show up each day to make a positive impact and do the best for your customer.

A Look at your day to day

  • Answer all incoming calls/tickets within our SLA’s and get to grips with the customers problem as quickly as you can – don’t be afraid to pick up the phone when needed
  • Provide a thorough and timely follow up to customers when issues cannot be solved during the initial call.
  • Handle a variety of inquiries, that may include:
    • Checking inventory availability and letting customers know about new products
    • Talking product specs and performance must-knows
    • Troubleshooting product performance issues with customers to minimize returns of first-quality products
    • Working closely with our warehouse teams to tackle any customer related issues that come up
    • Working as part of our close knit team to get the right result fast
    • Dealing with couriers to ensure smooth and efficient deliveries happen on time
  • Continually improve the content and scope of the available resources for customer needs including the website, printed materials and macro responses.

Must Haves

  • A drive for great customer service online
  • Experience with the tools, processes and tech know how to delivery great customer service
  • Interest in in lifestyle brands/products
  • The confidence to ask questions and willingness to learn about everything vvast
  • Brilliant written/spoken English
  • You work well navigating different platforms and customer service platforms
  • You see obstacles the customer faces as challenges and you enjoy complex problem solving

Educational and Previous Experience Requirements

  • Preferred 2-3 years of Customer Service experience 
  • Prior experience in a call-center environment is a plus
  • Retail experience would be preferred
  • You’re lucky enough to speak another language – German, French, Dutch or Italian would be great
  • College degree preferred. High school diploma required.
  • Comfortable using Excel, Word, G-Suite, Zendesk, Slack
  • Basic understanding of accounting principles

Whats included when working at vvast

  • Hefty staff discount on our brands
  • Central Bristol office location
  • All the equipment you need to get you started
  • Employer contributed pension

Want to join us?

We’re leading the way with our pioneering approach to e-commerce. Work with us and help transform the way the world shops and rewards itself. Whether you’re just starting out or building your career, we’ll support you however we can to be the best you can be.  

If you can’t see anything that suits you, get in touch anyway. We always love to chat.

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