Customer Engagement Specialist

Job Title: Customer Engagement Specialist (Phone-Based, UK Remote)Location: Remote (UK-based)

Salary: £20,000

Hours: Part-Time (30 hours per week), Monday to Friday, 10am to 4pm. With the potential to go full time.

_Please read full instructions on how to apply down below! Candidates applying through Linkedin Easy Apply may not be considered._About the Role

As our Customer Engagement Specialist, you’ll be connecting with customers over the phone as the helpful and friendly voice of our brand. Through outbound calls, you’ll make new customers feel valued, while proactively reaching out to dissatisfied customers to turn their experience around. You’ll also be the first point of contact for inbound queries, offering outstanding support and processing customer order and account modifications.

Your responsibilities include:

• Handling Incoming Calls: Serve as the first point of contact for customers, answering inquiries, resolving concerns, and providing exceptional support.
• Welcome Calling: Conduct friendly and professional calls to new customers, ensuring they feel valued and supported from the start.
• Transform Customer Experiences: Proactively call customers who are dissatisfied, listen to their concerns, and work to turn their experience around.
• Retention-Focused Conversations: Use soft sales techniques to highlight our value and encourage loyalty.
• CRM Engagement: Respond to email inquiries via our CRM and update customer orders & accounts to ensure comprehensive resolution of customer requests.

This is a phone-intensive role, so comfort with regular phone-based communication is essential.

What We’re Looking For

We’re seeking someone who:

• Excels at Spoken Communication: You’re articulate, professional, warm and confident in phone-based interactions.
• Is Customer-Centric: You genuinely care about helping customers and making their experience exceptional.
• Has Soft Sales Expertise: You can naturally highlight the benefits of our products while building trust.
• Is Resilient and Solution-Oriented: You’re calm under pressure, can think on your feet, and remain focused on your goal of providing genuinely valuable interactions with customers.
• Must have a genuine love for cats: You'll be interacting with fellow cat enthusiasts, so an appreciation for our feline friends is a must!

Requirements

• Proven experience in phone-based customer service (ideally with a focus on retention or soft-sales).
• Exceptional verbal communication and interpersonal skills.
• Ability to handle a high volume of calls while maintaining quality and professionalism.
• UK-based with access to a strong and reliable internet connection.

About Us:

Untamed is a premium cat food company dedicated to providing high-quality nutrition for cats. We are an eCommerce company based in London and we pride ourselves on our commitment to excellence, both in our products and our customer experience.

What We Offer:

• 💻 MacBook/PC and any other tech you need to get going
• 👩‍⚕️ Private Healthcare (with Dental & Optical Cover)
• 💸 Pension with employer contributions
• 📈 EMI-Approved Options Scheme
• 🏝️ 25 days of annual leave (prorated for part-time roles), in addition to bank holidays and your birthday off.
• 📚 L&D budget to upskill you in areas you care about
• 🏃‍♀️ Monthly Wellness contribution towards your fitness and health
• 🧠 Free Counselling & Mental Health Care through Spill
• 💭 Unlimited professional and personal coaching through MoreHappi
• 🌟 Paid charity days to give back to causes that matter most to you
• 🐾Peternity Leave to welcome a new pet to your home
• 🛩️ 28 working days sabbatical (prorated for part-time roles) after 4 years with Untamed. Here another 4? Take it again!
• 🐈 Huge discounts on all Untamed products for your furry friends

How To Apply:

Please send your CV and a short paragraph explaining why you are interested in working for Untamed to careers@untamed.com

We understand that one process does not fit all. Should you need any accommodations or adjustments to any stage of the application or interviews, please let us know the best way we can support you. We will do our best to make our hiring process accessible to you and further implement these accommodations in your everyday working life at Untamed.