Overview
Customer Support - eCommerce
Location: BD4 6HN
Division: Supply Chain
Contract Type: Permanent - Salaried
We’re looking for someone friendly, curious and customer-focused to join our team as a Customer Support for eCommerce. You’ll be supporting our UK online customers with all sorts of queries — from tracking orders and investigating potential fraud, to helping fix problems and making sure everything runs smoothly. You’ll be part of a small, supportive team that works closely with other areas of the business like our warehouse and marketing teams, so there’s plenty of variety and opportunity to make a real difference. If you’ve worked in a customer-facing role before, especially one where you’ve had to handle more complex queries or dig a little deeper to find the right solution, we’d love to hear from you.
What you’ll be doing
* Helping customers via phone and web chat
* Handling a mix of queries — including order tracking, fraud checks and service issues
* Investigating problems and resolving them quickly and thoroughly
* Working to service level agreements (SLAs) to keep things running smoothly
* Spotting opportunities to improve how we do things and sharing your ideas
What we’re looking for
* Great communication skills — written and verbal
* Previous experience in a busy customer service role, speaking directly with customers
* Experience communicating with customers and teams through a variety of mediums such as email, web chat and phone
* Confidence dealing with more complex queries that need a bit of investigation
* Strong attention to detail and a natural problem solver
* Comfortable using systems and tech (Excel, Outlook and other online tools)
* A proactive mindset — you’re always looking for ways to improve things
* Experience working to SLAs/KPIs and achieving goals
Benefits
* Competitive salary
* A full-time role, Monday to Friday, ideally 8am–4pm
* 26 days holiday plus bank holidays
* Health cashback scheme
* Pension benefit
* Hybrid working, typically 2-3 days in the office and 2-3 days working from home, especially around seasonal peaks like Christmas
* Free onsite parking for when you are in the office
* A variety of other cultural and lifestyle benefits, aimed at promoting a positive work/life balance
#J-18808-Ljbffr