Customer Service Representative (Ship It Appliances Ltd.)

Customer Service Representative eCommerce Appliances

Role Overview

We are seeking a confident and customer-focused Customer Service Representative to support customers across our eCommerce appliance channels. This role is suited to someone who enjoys working in a fast-paced customer service environment can balance telephone and written communication effectively and is committed to delivering a professional helpful and consistent customer experience.

Ship It Appliances Ltd. is part of the For Everyone Group - take a look at our LinkedIn page to see what we get up to as a team!

Key Responsibilities

• Provide high-quality customer support across multiple channels with a primary focus on telephone support and additional support via email tickets and live chat
• Handle inbound and outbound customer calls in a professional calm and helpful manner
• Manage customer service tickets and live chat conversations through eDesk
• Respond to customer enquiries accurately and within agreed service levels
• Process refunds for damaged or faulty items in line with company guidelines
• Support customers across multiple UK marketplace channels including Amazon and B&Q
• Maintain efficient handling times while ensuring a high standard of written and verbal communication
• Work towards productivity targets including processing approximately 18 tickets per hour where applicable
• Deliver a consistent customer-first experience across all contact channels
  

About You

• Previous experience in a customer service role ideally within eCommerce retail appliances or marketplace support
• Experience using customer service ticketing systems; eDesk experience would be advantageous but is by no means essential
• Strong verbal communication skills with a professional telephone manner
• Confidence handling customer queries by phone email ticketing systems and live chat
• Ability to manage high volumes of customer enquiries with accuracy and attention to detail
• Good organisation time management and problem-solving skills
• Ability to remain calm empathetic and professional when handling challenging conversations
• A proactive customer-first approach and a commitment to delivering a positive customer experience

Details

• 37.5 hour week worked 9-5 Monday to Friday
• Office based permanent full time
• Reports to Head of Customer Service
• Annual Salary 26000
• Overtime available in peak periods

Benefits

• Free on-site parking with EV charging available
• 25 days Holiday Bank Holidays
• 1 day additional day of annual leave per year of employment up to 28 days
• Regular social events
• Training and development support from a dedicated People Team
• Life Insurance Cover
• Health & Wellness Support
• EAP service
• Community volunteering and charity fundraising opportunities
• Annual Christmas shopping voucher
• Substantial staff discounts across all group brands

Required Experience:

Unclear Seniority