Operations - Customer Services Representative
Job type
6 months FTC
Location
London
THE ROLE
We are seeking a talented, passionate Customer Service Representative for a 6 months Fixed Term Contract. This is an opportunity to have a huge impact on the success of a growing, profitable business and to accelerate your career in the process.
KEY RESPONSIBILITIES
- Responding to customers (auctioneers and bidders) enquiries by telephone, email and live chat channels using ZenDesk (helpdesk software), with high levels of customer service
- Using GAP Toolbox, Google Sheets, Workbooks, and other web based systems on a daily basis
- Maintaining highly accurate data in the above mentioned systems
- Performing pre-sale audio and video checks with auctioneers and monitors a number of auctions in real time
- Performing operational tasks for auctioneer clients such as getting results, closing auction events, sending chaser emails, sending payment notifications
- Clearly and concisely communicating with other departments to resolve issues and share information pertaining to customers (auctioneers and bidders) as events
- Researching and diagnosing product defects and new ideas, and referring them to the IT Engineering team using consistent terminology
- Escalating complaints or concerns to the Customer Service Supervisor and Customer Service Manager
Develop a deep understanding of all support activities and make suggestions to improve and innovate our products and services - Attending and participating in training and team meetings
- Ensure a) customer complaints and enquiries and b) any defects or problems relating to our products and services are recorded in ZenDesk, to measure impact to the business
- Adding to procedure documents and user guides that promote best practice and ensure consistent service delivery across the team (in the ZenDesk Help Centre)
- Attending live auctions to operate our software from time to time
- Working on six day rota which includes weekends and bank holidays
- Meet requirements for ad-hoc requests
- Participate in other projects as assigned by the Director of Operations
KEY SKILLS/EXPERIENCES
- Minimum of two years’ customer service work experience, ideally on a helpdesk
- A detailed knowledge of eCommerce, ideally with previous work experience with an aggregator website or similar marketplace
- Exceptional communication and interpersonal skills
- Exceptional problem solving skills, ideally demonstrating a flair for getting things done in an entrepreneurial fashion
- Excellent organisation and time management skills, with the ability to prioritise workload and delegate effectively
- Experience using helpdesk software
- An understanding of customer service KPI’s
- Demonstrate a strong work ethic and committed to seeing tasks through to completion
- Willing and able to work non-standard hours to a rota, including weekends and bank holidays
- Ready to work in a fast-paced and highly ambitious company