French-Speaking Customer Experience Specialist
Our entire business is built around phenomenal customer service. As a CX Specialist, you’ll actively listen, solve problems and make decisions in each interaction you have with our customers.
Changing the world of pet food for good
We’re Tails.com, a dog food subscription company with a big difference. We create truly tailored food for each and every dog we serve. We start by asking people a few simple questions about their dog. Then we use that information to create their dog’s unique Tails.com recipe – so their dog gets exactly the nutrition they need, in the taste they love, delivered to their door every month. It’s clever stuff.
We’ve got bold plans. Having created an entirely new category in pet food, we’re now scaling fast in the UK and Europe – backed by Purina, one of the world’s largest pet food companies. You’ll join a bunch of smart people working towards the same goals – and a bunch of smart-ish dogs, all working on their own thing.
Together, we’ll change the world of pet food for good.
Our CX team
We are a small, close-knit team with a wealth of experience and knowledge to share. Each member brings a wide range of experience, providing the opportunity to learn and grow. While we may be small in size, we’re part of a larger international team, connecting with wonderful colleagues from across the UK.
In our team, collaboration is key. We support one another, share ideas, and continuously learn from each other. Team spirit is at the heart of everything we do.
If you’re looking for a friendly, supportive environment to thrive in, we’d love to have you join us!
Build our brand
We’re building an international brand, fast. We set ambitious goals. We challenge and support each other in equal measure. At the pace we’re moving, we prefer to test ideas and learn quickly rather than spend months building a business case. That means we celebrate when things go right, and we learn when things go wrong.
Sound like a team you want to join? Here’s how you’ll make a difference:
The role
Our entire business is built around phenomenal customer service. As a CX Specialist, you’ll actively listen, solve problems and make decisions in each interaction you have with our customers.
Reporting to one of our Team Leaders, you’ll contribute to our CX mission of being a cost-effective and service-led operation that delivers value to tails.com and our customers.
How you'll make an impact:
- Be our first point of contact for customers – supporting them in English and French via email, phone and social channels;
- Take ownership of customer queries from start to finish and resolve them in a timely manner;
- Provide great quality service consistently in order to retain and delight customers;
Educate our customers on our range of products and make appropriate recommendations; - Provide feedback and share insights when required in order to continuously improve our processes and service.
The skills you'll bring:
- Fluent in English and French (written and spoken);
- Strong and effective communicator - you pay attention to detail and are solution driven;
- Ability to work at pace to achieve predefined targets consistently - you are organised and have a solid work ethic;
- Adaptable with a growth mindset and positive outlook - you hold yourself accountable and put into practice constructive feedback;
- Reliable and approachable team player - you have a positive attitude and enjoy supporting others.
Our Commitment
We’re proud to be an active equal opportunity employer. We want to give everyone a fair chance to join us in changing the world of pet food for good. We do this by conducting a structured recruitment process for all candidates, as well as actively promoting our roles to communities that are under-represented at Tails.com.
During your interview process you’ll meet some of our team with varying levels of responsibility and experience. We want to give every candidate a fair interview process and if you need any reasonable adjustments made, please let us know.
- Department
- Customer Experience
- Locations
- Richmond
- Remote status
- Fully Remote
Our perks & benefits
-
Financial
- Competitive salary
- The option to salary sacrifice additional pension contributions.
- Salary sacrifice tech allowance.
-
Career
- A dedicated L&D budget for every team.
- A range of in-house courses and programmes to drive your own development
-
Time
- Flexible working hours with options and support to work from home.
- 25 days’ paid holiday increasing over time, plus bank holidays.
- 1 paid volunteer day every year.
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Health and wellbeing
- Discounted health, optical, dental insurance & gym membership.
- Cycle to work scheme.
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Family
- Extended maternity, paternity, shared parental and adoption pay.
- Flexible leave to care for your pet.
- Premature birth leave.
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Life at tails.com
- Dog-friendly office.
- 50% discount on all tails.com and 40% discount on Republic of Cats products.
- In-house vet support.
French-Speaking Customer Experience Specialist
Our entire business is built around phenomenal customer service. As a CX Specialist, you’ll actively listen, solve problems and make decisions in each interaction you have with our customers.
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