Loop Overview –
Loop Global Holdings, LLC (LGH) was established in 2019 and is managed by TerraCycle, Inc (the majority owner in Loop). Loop is a global circular shopping system that enables brands, retailers and consumers to transition from single-use disposable materials to reusable, durable containers (packaging), washed by Loop and refilled by the brand owners. Loop has engaged many of the world's largest consumer product companies (including P&G, Nestlé, Unilever, PepsiCo, Coca-Cola, Mondēlez, and others) and many of the world’s largest retailers (including Tesco, Carrefour, Kroger, Aeon, McDonald’s, and others) in the Loop platform. Loop is currently available in the US, UK, and France. In 2021, Loop will expand to Canada, Japan, and Australia.
Headquartered in Trenton, N.J. and operating in over 20 countries across the Americas, Europe and Asia Pacific, TerraCycle is a global innovator in green business. TerraCycle’s mission is to Eliminate the idea of Waste®. It partners with many of the world’s largest consumer product companies and retailers to create collection and recycling solutions for hundreds of traditionally non-recyclable waste streams. By working with companies, retailers and consumers, TerraCycle is able to collect and solve for just about every waste stream, from snack wrappers and contact lenses to ocean plastics and cigarette butts, all waste streams that otherwise end up in landfills, oceans, or incinerators. TerraCycle has received hundreds of awards globally and has been highlighted in some of the world’s most recognized media outlets, including CNN, Wall St. Journal, Reuters.com New York Times, Forbes and thousands of others.
Job Overview –
We are looking for a Customer Service & Marketing Executive to join our team for Loop, Europe with 2+ years’ experience in customer service, community management and/or social media account management.
This is an exciting varied role covering our Customer Service, Consumer Insights and Social Media for our UK and French markets.
The successful candidate will play a critical role in ensuring a golden standard customer service in the UK and France, guiding customers of the initiative through any issues and ensuring they leave with a positive experience. The position will require excellent communication and organizational skills.
This role will report to the Customer Insights Manager for Europe and will be based in Perivale, our West London Office.
PRIMARY JOB RESPONSIBILITIES - Scope : France & UK
Customer Service:
- Become an expert in all aspects of the Loop concept for its presence in store and online
- Help develop customer service processes, questions and answers “flow” to resolve issues that will satisfy the consumer in a timely and personable manner
- Handle reactive emails and phone calls in a fast-paced environment
- Address general and account-specific customer inquiries; provide clear and concise information and update customer account information as needed
- Use tools and resources to identify creative solutions and anticipate customer needs in our commitment to maintaining the first point of contact resolution
- Meet performance goals that include, but are not limited to, customer survey results, average call handle time, schedule adherence, quality, and compliance standard
Customer Insights:
- Provide reporting that will help determine how to solve problem areas and understand the success of program and customer satisfaction
- Lead punctual interviews with customers
- Collect feedback on brands/concept from customers reaching the customer service & engage in conversation with them
- Animate a panel of consumers with the Customer Insight Manager for our French market via social media (Facebook). Developing and keeping up to date a content calendar, including copy and visual assets
Social-Media:
- Support the creation of content for our social platforms in France including Facebook, Twitter, Instagram
- Developing and keeping up to date a content calendar, including copy for our social platforms in France
Requirements/Skills:
- 2+ years of professional experience providing exceptional customer service, community management and/or social media account management (internships included).
- Bilingual French and English is a must.
- Strong attention to detail and problem-solving skills.
- Excellent interpersonal, verbal & written communication skills.
- Ability to adapt and thrive in a dynamic business environment.
- Ability to develop innovative & creative solutions with a proactive mindset.
- Excellent organizational, time management, and prioritization skills.
- Proven ability to assess priorities, juggle multiple tasks, and navigate through potentially complex issues with customers.
Having experience is important, but the attitude is right up there, too. We want to work with like-minded personable people who want to work for an innovative, game-changing company.
What you can expect:
Feeling energized day to day by working in a fast-paced environment with people from across the globe with a common vision: tackling single-use packaging and the pollution that comes from it.
Our office environment is diverse and energetic; the work is fast-paced, and every day is different. We work towards ambitious goals with ambitious timelines. We have a colourful and inspiring open office space made with recycled materials and a can-do attitude about challenges in general.
COMPENSATION:
- Salary depending on experience
- 25 Paid Holiday Days
- Company Pension contribution
- Quarterly Team Building
- 2 Paid Volunteering Days
- Start date – Immediately Available
The job description is not all-inclusive. TerraCycle reserves the right to amend this job description at any time.
TerraCycle is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
We can only accept applications from candidates who can prove their eligibility to work in the UK.