Role: Customer Service Agent
Salary: £22,225
Type of Contract: Temporary
Work Location: Hybrid (Wednesdays in our Ulverston Office)
Apply via: https://fruugo.careers.hibob.com/

SKILLS & KNOWLEDGE REQUIRED

• Must have previous customer service experience
• Confident and professional telephone manner
• Strong team player
• Language skills desirable but not essential
• Ability to adapt/respond to different types of customers
• Accuracy and attention to detail
• Good decision-making and problem-solving abilities to respond to complaints and questions and to think quickly during customer interactions
• Computer literate with good working knowledge of Microsoft office suite and the collaboration tools used by Fruugo
• A practical and logical approach to business problems and issues; a problem solver
• Takes direction and provides proactive, constructive support
• Able to operate under pressure and to manage multiple tickets in parallel
• Somebody who can work well independently but can also provide a good team-fit for the business and is capable at working cross-functionally with other departments
• A good working knowledge of the EU consumer contract regulations, consumer rights and be able to confidently apply these to customer cases
• Working knowledge of VAT requirements
• Ability to multi task
• Ability to retain and apply knowledge to scenarios

JOB PURPOSE

You will work with our customers to help them with their queries, working though tickets daily to resolution and providing excellent customer outcomes at all times. You’ll make a positive impact on every customer call, efficiently and effectively having the right conversations with them to meet their needs, building excellent relationships over the telephone, and providing a friendly, timely and professional service.

MAIN DUTIES AND RESPONSIBILITIES

• Dealing with customers and retailers from all over the world both by email and over the phone, responding to their queries and guiding them to the appropriate service
• Assisting with product and order queries, payment queries, returns and refunds
• Deal with cancellations and order changes as priority
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Be able to read and respond to other people’s tickets with accuracy
• Escalate customer complaints as appropriate to the customer services team leader
• Liaise with multiple teams across the organisation
• Resolve any emerging problems that our customers might face with accuracy and efficiency
• Escalate uncooperative retailers to the customer service team leader or customer service retailer support dependant on the issues concerned
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Suggest ways to improve internal processes or issues on the website
• Follow communication procedures, guidelines and policies
• Respond to customer reviews on TP and handle customer cases with urgency
• Handle failed refunds and process payments back to customers via PayPal.
• Resolve any Klarna or PayPal pre-dispute tickets