Customer Service & Social Media Assistant (Remote)

Hi there! We’re looking for a REMOTE Customer Service & Social Media Assistant to join our team. You will be our customers’ first point of contact, providing them with exceptional service and support. The role will also focus on social media management and business operations (i.e. helping with order management).

About us:

Browniegod is an online bakery specialising in creating beautifully designed brownie gift boxes. We are based in London and are a predominantly female team. We have a large international following and have built a wonderful team that serves tens of thousands of customers across the UK. To learn more about us, check out our Instagram @browniegod or our website www.browniegod.com

About The Role

Responsibilities:

60% Customer Service and Social Media Assistant

• Respond to customer inquiries via email and social media in a timely and professional manner
• Provide solutions to customer problems and ensure their satisfaction
• Host weekly video meetings with the team to communicate customer feedback and order issues.
• Provide support to other team members when needed
• Respond to social media comments across multiple platforms, such as Instagram, YouTube, TikTok and Facebook

20% Operations Assistant

• Manage orders and handle any refunds and delivery issues
• Keep accurate records of any order issues
• Identify any areas for improvement in regards to order management and deliveries
• Prepare weekly meetings to go over all feedback, issues, sales

20% Process Improvement and Innovation

• This will be tailored around your profile and skill sets.
• Looking for new ways to improve our customers’ journey, website, social media and sales channels.

Who will I be working with?

• For Customer Service related tasks – you will be communicating daily with the kitchen team in London via a messaging platform and occasional calls.
• For Operations related tasks – you will have weekly video meetings with your line manager to discuss the progression of your projects.

Must have:

• Be fluent in English.
• Completed university or have at least 1-year experience in a customer service role
• Be able to work from 10am-6pm (Kosovo Timezone), these working hours are strict.
• Have a reliable internet connection.
• Have a smartphone with access to social media such as TikTok, Instagram, Facebook, YouTube, Snapchat, etc.

Skills required:

• Excellent communication skills, both verbal and written
• Excellent listening skills and a genuine passion for customer service
• A customer-first approach and natural empathy
• Strong problem-solving skills and attention to detail
• Ability to work in a fast-paced environment and manage competing priorities
• An openness to feedback and confidence in working with others

Benefits:

• Salary of €600 a month
• 28 holiday days + 3 complimentary days off (25th-26th of December & 1st of January off)
• We support your personal development with training and on-the-job learning
• 1-hour lunch break

This is truly a unique opportunity to challenge yourself and make an impact on the future of Browniegod. Working in a start-up environment will broaden your knowledge and skills across many fields, such as business operations, customer service and lots more! If you are passionate about providing exceptional customer service and being part of our growth on social media, we encourage you to apply for this exciting opportunity.