About Company
At The Modern Milkman, we’re on a mission to revolutionise the way we shop, bringing back the convenience of doorstep deliveries while championing sustainability and reducing plastic waste. We deliver fresh, locally sourced produce and daily essentials in reusable packaging, aiming to make sustainable living simple and accessible for everyone. Born from a passion for convenience and a desire to make a tangible difference to the planet, we’ve grown rapidly, connecting local farmers and producers with households across the UK. We pride ourselves on our innovative spirit, our commitment to our community, and our dedicated team who are at the heart of everything we do. Joining us means becoming part of a forward-thinking company that values impact, efficiency, and customer delight, all while working towards a greener future.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a fast-paced digital environment where every interaction counts? The Modern Milkman is seeking an empathetic and efficient Online Customer Helper to join our dynamic Chat Support team in Chorlton, Manchester. In this vital role, you will be the friendly voice (or rather, text) of our brand, engaging directly with our valued customers via live chat. You’ll be responsible for answering queries, resolving issues, processing orders, and providing exceptional support that leaves a lasting positive impression. From guiding new customers through our subscription service to troubleshooting delivery questions or offering product information, your ability to provide clear, concise, and helpful responses will be paramount. This is more than just a support role; it’s an opportunity to educate customers on sustainable choices, reinforce our brand values, and directly contribute to our mission of reducing plastic waste and making ethical consumption effortless. We’re looking for someone who can think on their feet, maintain a positive attitude, and deliver consistent, high-quality service, ensuring every customer feels heard and valued.
Key Responsibilities
- Engage with customers in real-time via live chat, providing prompt, accurate, and helpful responses to a wide range of inquiries.
- Resolve customer issues efficiently, demonstrating empathy and a problem-solving mindset to ensure satisfaction.
- Assist customers with order modifications, subscription management, account updates, and navigating our website/app.
- Provide detailed product information, delivery schedules, and support for sustainable packaging initiatives.
- Escalate complex issues to senior team members or relevant departments when necessary, ensuring a seamless customer experience.
- Maintain accurate records of customer interactions and transactions using our CRM system.
- Collaborate with other team members and departments to improve overall customer service processes and knowledge base.
- Continuously learn about new products, services, and company policies to provide up-to-date information.
- Identify trends in customer inquiries and provide feedback to improve service quality and product offerings.
- Adhere to company guidelines and service level agreements (SLAs) for chat response times and quality.
Required Skills
- Exceptional written communication and grammar skills in English, with the ability to convey information clearly and concisely.
- Proven experience in a customer service role, preferably within an online or digital environment.
- Strong empathy and active listening skills, with the ability to understand customer needs and provide appropriate solutions.
- Excellent problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using live chat software and CRM systems.
- Ability to multitask effectively while maintaining attention to detail in a fast-paced environment.
- A positive, professional, and patient demeanour.
- Strong computer literacy and typing speed.
Preferred Qualifications
- Previous experience specifically in chat-based customer support.
- Familiarity with the e-commerce or sustainable goods industry.
- Experience with Zendesk, Intercom, or similar customer support platforms.
- Knowledge of local produce or sustainable living practices.
Perks & Benefits
- Competitive annual salary and performance-based incentives.
- Generous employee discount on our sustainable products.
- Opportunities for professional development and career growth.
- Comprehensive health and wellness benefits package.
- Modern, collaborative office environment in Chorlton.
- Regular team social events and company gatherings.
- Contribution to a greener planet through your daily work.
- Cycle-to-work scheme.
How to Apply
Ready to help us deliver excellent service and make a difference? We encourage all qualified applicants to click on the application link below to submit your CV and a cover letter detailing why you’re the perfect fit for The Modern Milkman and this role. We look forward to reviewing your application!