Duration: Temporary to Permanent
Location: Hybrid in Ulverston, UK.
Salary: £21,850
About Fruugo
Fruugo is the UK's leading global online marketplace with over 3000 retailers selling 100 million+ products, operating in 42 countries, 28 languages and 31 currencies. Our mission is to enable shoppers everywhere to buy from retailers anywhere. Fruugo is well established and award winning, and after a record breaking year of growth, we have most recently being honoured with the UK's most prestigious business awards, the King's Award for Enterprise for International Trade. Our exceptional team of employees are a key part of this growth and Fruugo provides a fantastic culture and opportunities to really make a difference.
Job Purpose
By joining our growing Customer Service team, you will be working with our customers to help them with their queries, working though tickets daily to resolution and providing excellent customer outcomes at all times. You'll make a positive impact on every customer call, efficiently and effectively having the right conversations with them to meet their needs, building excellent relationships over the telephone, and providing a friendly, timely and professional service.
Main Duties and Responsibilities
- Dealing with customers and retailers from all over the world both by email and over the phone, responding to their queries and guiding them to the appropriate service
- Assisting with product and order queries, payment queries, returns and refunds
- Deal with cancellations and order changes as priority
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Be able to read and respond to other people’s tickets with accuracy
- Escalate customer complaints as appropriate to the customer services team leader
- Liaise with multiple teams across the organisation
- Resolve any emerging problems that our customers might face with accuracy and efficiency
- Escalate uncooperative retailers to the customer service team leader or customer service retailer support dependant on the issues concerned
- Identify and assess customers’ needs to achieve satisfaction
- Provide accurate, valid and complete information by using the right methods/tools
- Suggest ways to improve internal processes or issues on the website
- Follow communication procedures, guidelines and policies
- Respond to customer reviews on TP and handle customer cases with urgency
- Handle failed refunds and process payments back to customers via PayPal
- Resolve any Klarna or PayPal pre-dispute tickets
Requirements
- Must have previous customer service experience
- Confident and professional telephone manner
- Strong team player
- Language skills desirable but not essential
- Ability to adapt/respond to different types of customers
- Accuracy and attention to detail
- Good decision-making and problem-solving abilities to respond to complaints and questions and to think quickly during customer interactions
- Computer literate with good working knowledge of Microsoft office suite and the collaboration tools used by Fruugo
- A practical and logical approach to business problems and issues; a problem solver
- Takes direction and provides proactive, constructive support
- Able to operate under pressure and to manage multiple tickets in parallel
- Somebody who can work well independently but can also provide a good team-fit for the business and is capable at working cross-functionally with other departments
- A good working knowledge of the EU consumer contract regulations, consumer rights and be able to confidently apply these to customer cases
- Working knowledge of VAT requirements
- Ability to multi task
- Ability to retain and apply knowledge to scenarios
Benefits
Salary: £21,850 per annum
Hours of work are 35 hours per week, with an early finish at 2pm on a Friday!! You will be on a shift rota and work one weekend day every other week. You will also receive 20 holidays per year plus bank holidays.
The position is primarily homeworking, with one day per week working from our Ulverston office.
Fruugo is a great place to work and we are proud of our friendly, supportive and dynamic culture which treats everyone with respect and embraces diversity. We have some excellent benefits, including Company pension, Employee Discount, Employee Referral Programme, and a fantastic Employee Assistance Programme, offering wellness benefits to employees and their immediate family.
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