Based in Malvern, EMP is a pioneering company in the non-slip product industry, focusing on yoga, pilates, fitness, and wellness markets.

We are on the lookout for a Customer Care Specialist who is passionate about delivering exceptional customer experiences across multiple channels for our retail and wholesale customers.

This role is perfect for those who thrive in dynamic environments and have a keen eye for detail and customer satisfaction.

You will:

Manage customer inquiries through phone and email, aiming for high satisfaction and quick resolution.

Assist customers in-store, providing product information and support to enhance their shopping experience.

Prepare quotes and process orders for business customers.

Respond to inbound comments and DMs on social media, ensuring positive and engaging interactions with our customers.

Reply to customer reviews, maintaining our reputation and addressing customer feedback constructively.

Update help centre articles and product descriptions, ensuring information is current and helpful.

Conduct customer surveys, encouraging reviews and photo submissions to enhance our community engagement.

Report on common issues and identify trends in customer feedback to drive improvements in our service and products.

Continuously improve our customer service workflow and processes.

Assist other team members where required.

About you:

You have a strong background in customer service, ideally within an e-commerce or retail setting.

Excellent verbal and written communication skills, with the ability to connect with customers and represent EMP positively across all interactions.

Ability to manage multiple tasks with high attention to detail and organisation, ensuring all aspects of the customer experience are top-notch.

A proactive mindset and creative thinking, with the aptitude to identify opportunities for improvement and customer engagement.

Proficient in using customer service platforms and tools, with experience in Gorgias or Zendesk being a plus.

Why EMP?
Joining EMP offers more than a role; it's an opportunity to make a meaningful impact in the lives of fitness and wellness enthusiasts. We value innovation, dedication, and the pursuit of excellence. As a Customer Care Specialist, you'll play a pivotal role in shaping our brand's journey and enhancing our customers' experiences. With a focus on growth and learning, EMP provides a supportive and vibrant environment where your efforts are recognised and valued.

If you're ready to take on a role that blends health and fitness with customer service brilliance, we'd love to hear from you. Apply now to start your rewarding journey with EMP.