If you’re ambitious, love food, and want to be part of a company filled with opportunities, keep reading.
Marley Spoon is a direct-to-consumer manufacturing business with a waste free supply chain. We deliver top quality fresh ingredients in the exact quantities required with chef-designed easy-to-cook recipes, to thousands of households across the globe. Together we build brands customers love. Currently we operate various brands that are serving households in the US, Europe, and Australia: Marley Spoon, Martha Stewart & Marley Spoon, and Dinnerly.
So, ready to cook up an application?
Our Customer Communications Team is now looking for a Outbound Customer Communication Expert to join us. This role focuses on customer retention, reactivation, relationship management, and assisting with customer insights/research via phone support.
The ideal candidate will be a skilled communicator with a passion for delivering exceptional customer experiences and driving customer loyalty.
Key Responsibilities
Customer Retention:
- Engage with customers to understand their needs, concerns, and reasons for potential cancellations.
- Develop and implement personalized retention strategies to maintain customer loyalty.
- Provide exceptional service and solutions to ensure customer satisfaction and retention.
Customer Reactivation:
- Engage with inactive customers and develop targeted campaigns to re-engage them.
- Conduct outreach through phone calls to re-establish relationships.
- Offer tailored incentives and promotions to encourage customers to return.
Customer Relationship Management:
- Build and maintain strong relationships with customers by providing consistent, high-quality service.
- Serve as a point of contact for customer inquiries, complaints, and feedback.
- Regularly follow up with customers to ensure their needs are met and to foster long-term relationships.
Customer Insights Support:
- Gather customer feedback to identify trends, preferences, and areas for improvement.
- Collaborate with cross-functional teams to share customer insights and contribute to product/service enhancements.
- Carry out surveys with customers on new products and features
Requirements
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship-building abilities.
- Proficiency in CRM software and other customer management tools.
- Analytical mindset with the ability to interpret customer data and insights.
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer-centric attitude with a genuine desire to help customers.
- Problem-solving skills and the ability to handle challenging situations with patience and professionalism.
- High level of motivation, initiative, and adaptability.
Benefits
- Flexible working hours; hybrid work policy (remote + office).
- 22 annual leave days and +2 days for every year of tenure (up to a combined maximum of 28).
- 5 training days per year.
- Private health insurance provided by Allianz.
- Food allowance of 7.62 euros per worked day.
- 24/7 confidential employee assistance program.
- An open, diverse culture with over 50 nationalities of friendly, fun-loving foodies.
- A cozy office in the heart of Lisbon.
