ABOUT US At Gozney, we're on a mission to change the way the world cooks outdoors.
Since 2010, Gozney has made cooking with fire easy by pioneering next-level pizza ovens.
Harnessing knowledge from our origins in commercial ovens, Gozney's multi-award-winning outdoor pizza ovens are beautiful, high-performing, durable tools designed for chefs and made intuitive for beginners, so anyone can make, create, cook, connect, discover, and grow.
We are creators of new experiences, and we're seeking motivated individuals excited to join our expanding team and embark on an incredible journey.
We are passionate, innovative, bold, and relentless.
All while having a ton of fun.
Whether you're excited about pizza, outstanding products, food culture, lifestyle, the outdoors, or thrill-seeking – or if you're simply looking for a company that values you– apply today.
SUMMARY As a Customer Experience Specialist, you'll often be the first human contact a customer has with Gozney.
You are, therefore, a key component in Gozney's brand identity.
You'll consistently deliver a high quality, highly customer focused and effective service.
You will be fluent in English, in written and verbal format.
You will possess an exceptional level of product knowledge and communicate features, functionalities and a wealth of real-life experience to both new and existing customers (we will train you!).
You will ensure that processes are seamlessly carried out throughout the customer journey, championing Gozney products, service and brand, whilst supporting the business and Customer Experiencer Support RESPONSIBILITIES Efficiently monitor and respond to customer enquiries across phone, email and a variety of social media platforms.
Focussing on enquiries specifically from our German based customers whilst also supporting other locations when needed.
Using Gozney customer service software to respond to and support customer cases, ensuring accurate reporting to support other areas of the business Provide technical support to Gozney customers, ensuring their products are performing correctly and they are able to get the most from their purchase.
Be proactive in continual development of product knowledge and skills Taking a proactive approach to understanding competitor products and understanding how they compare to Gozney's product lines Effectively communicating product specifics and functionality to ensure customers understand why Gozney is the right choice for them Monitoring customer review platforms and responding to a variety of reviews in a timely manner Handle any after sales related queries.
Liaising with operations to ensure the timely delivery of the purchased products and keeping the customer informed and updated Ensure that consumers receive order tracking information and work with the Operations team to automate the delivery of tracking information where applicable Liaise with warehouses and couriers to arrange for the collection of returned goods and to resolve delivery issues as raised by our customers Contribute/assist in championing the need for continual improvement, seeking to develop processes and efficiencies Actively collating customer feedback and reporting to the Customer Experience Support Manager on emerging consumer trends and demand.
Any other ad hoc duties as required by the business.
WHAT WE ARE LOOKING FOR Must be fluent in German and English You'll have prior experience in a similar customer service role You'll have excellent organisation skills, acute attention to detail and an ability to handle multiple tasks in a fast-paced and time-sensitive environment.
You'll be calm under pressure, have a fun sense of humour and be good at dealing with a broad range of customer requests.
You'll have exceptional written and verbal communications skills.
You will be tested on this during the recruitment process.
A good level of digital skills and where possible, experience in dealing with customer management systems.
You'll take a proactive approach to your work and be an excellent problem solver An ability to understand the technicalities of the Gozney range, from both a product and culinary perspective.
A BIT ABOUT WHAT WE OFFER Competitive salary, bonus scheme, Pension, benefits, and pizza!
Flexible paid time off including 26+ days holiday Enhanced parental leave Fun hybrid work environment – 3 days a week in our Bournemouth office Free Roccbox and Friends and Family discount on Gozney products Diversity and Inclusion Commitment: Gozney is an equal opportunity employer that values diversity and inclusion.
We embrace individuals of varied nationalities, backgrounds, experiences, abilities, and perspectives.
Our ongoing commitment is to foster an inclusive and supportive workplace, enabling you to excel in your career.