Customer Service Representative (Ship It Appliances Ltd.)

Customer Service Representative (Ship It Appliances Ltd.)

M50 1RE

Full time

Permanent

Customer Service Representative – eCommerce AppliancesRole 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.

• 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 £26,000
• Overtime available in peak periods
• 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
• Training and development support from a dedicated People Team
• Life Insurance Cover
• Health & Wellness Support
• EAP service
• Community volunteering and charity fundraising opportunities
• Substantial staff discounts across all group brands

Customer Service RepresentativeKey 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 £26,000
• Overtime available in peak periods
• 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
• Training and development support from a dedicated People Team
• Life Insurance Cover
• Health & Wellness Support
• EAP service
• Community volunteering and charity fundraising opportunities
• Substantial staff discounts across all group brands

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