ABOUT US

We’re a fast-growing eCommerce business with a passion for delivering exceptional products and customer experiences. Our business experiences seasonal peaks, and we’re seeking a flexible, customer-focused team member who can help us maintain high standards throughout the year.

SKILLS & EXPERIENCE

• 3 years’ experience in a customer service or support role, ideally in eCommerce or a technical environment.
• Excellent written and verbal communication skills.
• Comfortable with multi-channel communication tools
• Although not essential, an interest or background within business or sales.
• Strong problem-solving ability and a proactive mindset.
• Ability to work independently and manage changing workloads during peak and off-peak seasons.
  Job Type: Full-time
  Pay: From £27,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Sick pay

Experience:

• Customer service: 3 years (preferred)

Work Location: In perso

THE ROLE

As a Customer Service Representative, you will be the first point of contact for our customers, providing friendly, efficient, and knowledgeable support. You’ll handle enquiries related to orders, deliveries, product details, and technical issues via phone, email, and live chat. During quieter periods, you’ll also take initiative to identify improvements to our customer service processes and contribute to team efficiency in other departments.

KEY RESPONSIBILITIES

• Respond promptly and professionally to customer queries via phone, email, and online chat from Shopify, Amazon, eBay & B&Q.
• Assist customers with order tracking, returns, product information, and account-related issues.
• Taking inbound orders over the phone and identifying opportunities to upsell relevant products.
• Managing and responding to customer reviews and feedback.
• Provide technical support and troubleshooting for products.
• Ensure customer interactions are logged and followed through to resolution.
• Proactively identify recurring issues or customer pain points before suggesting and implementing improvements.
• Collaborate with sales and marketing teams to improve the customer experience.
• During off-peak times, take the lead in optimizing support documentation, FAQs, and internal processes.