Jollyes is a business that is expanding massively! We love pets, and we love our people. We’re hunting for a talented Customer Service Lead to help deliver the exceptional customer service our customers are used to.

Remuneration:

• Competitive salary depending on experience.
• 25 days annual leave plus bank holidays.
• Generous colleague discount.
• Colleague nomination discount scheme.
• Critical Illness & Life Assurance schemes.
• Employee reward scheme
• Employee assistance scheme
• Additional holiday awards for long service
• Birthday leave
• Pet-eternity leave
• Workplace pension scheme
• And many more

Responsibilities:

• Manage all inbound customer queries across various communication channels, including email, phone, live chat, social media, and others.
• Ensure timely and professional responses to customer queries, aiming for high customer satisfaction.
• Handle difficult customer queries, providing effective solutions and ensuring customer retention.
• Utilize Zoho Desk and other internal software for efficient ticket management and resolution tracking.
• Collaborate with internal teams to resolve customer issues and improve overall customer experience.
• Build strong relationships with internal teams and stakeholders to ensure accurate and timely response to tickets.
• Monitor and report on key performance indicators (KPIs) such as response times and customer satisfaction ratings.
• Continuously improve customer service processes, identifying areas for optimization and implementing relevant solutions.
• Provide guidance, coaching, and training to customer service team members as needed.

Requirements:

• Minimum of 2 years of experience in a customer service role, preferably at a similar level.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders.
• Strong multitasking and problem-solving abilities to handle multiple queries and resolve customer issues.
• Proficiency in using Zoho Desk or similar ticket management systems.
• Demonstrated ability to work well under pressure and handle difficult customer situations.
• Adaptability and flexibility to work in a fast-paced, dynamic environment.
• Strong internal communication skills to collaborate with different teams and departments.
• Ability to build relationships and work effectively with key stakeholders.
• High attention to detail and commitment to delivering high-quality customer service.
• Willingness to learn and adapt to internal software and processes specific to the company.

Full time position – 37.5 hours per week

Location: Hybrid position/Remote working