Job description

**This is an office-based role in Thurrock, Essex, we do not offer WFH or remote working for this role.

ElectroMarket is an online retailer looking for a full-time customer service representative to join our fast-paced and ever-expanding team.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative for our online retail store specialising in the sound and lighting industry. As a vital part of our company, you will be responsible for delivering exceptional customer service and support to our valued customers. Your expertise and passion will help ensure our customer's overall satisfaction with our products and services.

Responsibilities

• Respond promptly and professionally to customer inquiries, concerns, and issues through various communication channels, including phone, email, and live chat. Provide technical assistance and product advice to help resolve customers' queries.
• Efficiently track shipments, and handle any potential delivery or shipping issues.
• Develop a deep understanding of our products, staying up-to-date with the latest advancements and industry trends.
• Assist customers in resolving technical problems and issues they encounter with our products. Troubleshoot problems and coordinate with the technical team for more complex matters.
• Manage customer returns and refund requests, following company policies and guidelines. Aim to resolve issues efficiently while maintaining a positive customer experience.
• Address and resolve customer complaints with patience and empathy, seeking appropriate solutions to ensure customer satisfaction.
• Identify opportunities for upselling and cross-selling complementary products or accessories to enhance the customer's overall experience.
• Proactively gather feedback from customers to understand their needs and preferences. Relay valuable insights to the management and marketing teams to improve products and services continually.

Requirements

• Prior experience in customer service or sales, preferably in the sound and lighting industry, is advantageous but not mandatory.
• Basic knowledge of sound and lighting equipment, such as microphones, speakers, amplifiers, lighting fixtures, etc., is desirable. Eagerness to learn and keep up with technological advancements is essential.
• Excellent communication skills, both verbal and written, to interact with customers professionally and provide clear and concise responses.
• Strong problem-solving skills to assist customers effectively and efficiently in resolving their inquiries and technical issues.
• A customer-centric approach with the ability to empathise with customers' concerns and exhibit patience during challenging situations.
• Capable of handling multiple customer inquiries simultaneously while maintaining accuracy and attention to detail.
• Comfortable using computer systems, customer service software, and other tools necessary for the role.
• A collaborative attitude, willing to work closely with other team members and departments to achieve collective goals.

Join our dynamic team and contribute to our commitment to delivering outstanding customer experiences in the sound and lighting industry. If you're enthusiastic about music, sound technology, and providing exceptional customer service, we'd love to hear from you!

Job Type: Full-time

Salary: £20,000.00-£30,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Grays: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 2 years (required)

Work Location: In person