Job Description
Ideal role for graduate or school leaver wanting some experience before starting University. Can be flexible on start and end date.
Role Overview
The Customer Service Assistant serves as the first point of contact for customers, providing support via phone, email, and chat. You ll help resolve inquiries, process orders, and ensure a seamless customer experience that upholds our company s reputation for excellence for our 3 Brands: Ram Rugby, Ram Cricket & Uber Games. This role will support the Sales & Operations team by handling customers' queries and issues professionally, accurately, and promptly whilst maintaining a friendly, personal and individual approach.
Reporting To: Head of Operations
Key responsibilities
1. Responsible for managing the customer s experience which includes:
a. Respond promptly and courteously to customer inquiries across multiple channels (phone, email, live chat, social media). Judging the best way to resolve the query, ensuring the customer is happy but also considering the business impact of each decision.
b. Assist customers with product/service questions, order placement, returns, and billing issues.
c. Follow up with customers to ensure their issues are resolved and they re satisfied with the outcome.
d. Accurately enter and update customer information in the CRM system.
e. Log all issues and report on all areas to ensure Customer feedback loops lead to improvement
f. Dealing with all returned items, contacting customers where necessary and processing either replacement or refund and maintaining a log.
g. Escalate complex or unresolved issues to Head of Operations or management.
h. Liaising with the team at the 3PL warehouse and maintaining good communication to ensure smooth running of deliveries and logging claims when necessary.
i. Chase factories and update customers chasing PO products.
2. Meet or exceed individual and team performance metrics (response time, resolution rate, customer satisfaction).
3. Monitoring online & social channels and responding appropriately.
4. Work as part of the wider team providing additional cover as and when needed.
Key Requirements
Great Communication: Clear, empathetic verbal and written communication skills.
Problem-Solving: Ability to analyse issues, think critically, and propose effective solutions.
Technical Proficiency: Comfortable using CRM tools, ticketing systems, and basic office software (e.g., MS Office or Google Workspace).
Time Management: Organise tasks effectively to handle high volumes of inquiries without sacrificing quality.
Teamwork: Collaborative mindset and willingness to support colleagues. Demonstrable experience of working with small teams.
Adaptability: Ability to handle change and multitask in a fast-paced environment.
Attention to Detail: Accurate data entry and careful documentation of customer interactions.
Education: Strong A-Level results
Located in commuting distance to Surrey office
Nice to have s
Passion and Interest in Sports & Games - particularly Rugby and Cricket