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Customer Experience Executive (Grads Welcome)
 
Title: Customer Experience Executive (Grads Welcome)
Category: Engineering
Job type: Permanent
Job status: Full Time
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Description:
Drover is a VC-backed marketplace company offering monthly, all-in car subscriptions to customers who want to experience car ownership as it should be: flexible and at a fair, transparent price. Our mission is to establish car subscription as the defining industry category of our time with Drover as the undisputed pioneer. For some more detail, check out our press coverage in TechCrunch and Forbes.THE ROLE

We are now looking for a Customer Experience Executive to help us reach new heights. In this role, you will delight our customers with an amazing level of service and help define our long-term retention strategy.

WHAT YOU'LL DO

In particular, you will focus on the following:

Help our customers: respond to emails (Zendesk) and phone queries achieving an outstanding customer service level. Your enthusiasm and commitment to helping our customers will have them calling you out on Google Reviews and Trustpilot! Improve processes: implement scalable workflows and processes to reduce ticket count and response time, working closely with the product team to eliminate issues causing tickets in the first place Up-selling Contracts: convert short-term customers into long-term users and advocates, reducing churn as a result Retention: losing customers is your worst enemy and you will not be content until you eliminate it!Requirements

Bachelor’s Degree from a leading university and evidence of exceptional academic performance 2+ years’ experience in a customer service role, ideally at a hyper-growth B2C startup (a plus but not essential) A passionate, tenacious problem-solver who is not afraid to roll up their sleeves! A charming people person with an infectious smile that would disarm the unhappiest customer on the other side of the line An organised individual with excellent attention to detail Strong communication skills Able to interact with cross-functional teams Highly enthusiastic and truly motivated to satisfy our customers OUR CULTURE

When you ask a Droverian what they love most about working here, their answer will likely be “the people” We are very proud of the amazing team we have assembled across London and Lisbon. The following should give you an idea about what kind of internal culture you’d be joining:

We encourage proactivity and taking ownership of problems. We hate micromanagement. Instead, we let you set your own agenda and give you the space to learn and grow even if it means making a few mistakes along the way. We support each other through thick and thin. If you are struggling, you can always count on the team to help you get unstuck. We cherish feedback, whether praise or constructive criticism. There is no other way to learn! Ideas are judged on merit rather than source. You can have tremendous impact no matter your role. Know nothing about cars? Don’t fret it. Being a petrolhead is by no means a must-have to succeed here. Benefits

A competitive salary and discretionary stock options The chance to learn from a world-class team that includes serial entrepreneurs and alumni from some of the world’s best schools (Oxbridge, LSE, Chicago, Warwick, WHU) and most exciting companies (Google, Uber, Lyft, Blablacar, Gett, WeWork, EY, Goldman Sachs) Fancy equipment (your choice of Mac or PC) 25 days’ holiday plus all bank holidays Pension & cycle-to-work scheme Perkbox: free phone insurance, cheap cinema tickets and many other retail discounts Swanky startup office in Hoxton overlooking Regent's Canal Free fruit and coffee all day every day plus free breakfast every day Catered lunch and office happy hour on Fridays Regular socials and team retreats to exciting European destinations (Budapest and Lisbon down, where next...?)
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