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