Customer Service Representative (Supply Chain and Technology) Remote
Job description
Customer Service Representative - UK based
- Ideal role for a recent university graduate with customer service experience
- If you love meeting and exceeding client needs - then this role is for you!
- Remote role working from home
We are a fast-growing logistics tech company based in Hong Hong and with operations in Australia, the Asia-Pacific, Canada, The Netherlands, United States, and United Kingdom.
Our services enable our e-commerce clients to successfully scale their businesses globally through our connected, tech-enabled logistics smart cloud platform. We manage storage, fulfilment, and shipping solutions globally for household brands, and we recognise that no two clients are the same.
Our staff are situated in 8 different locations around the world, working remotely and across a number of time zones. We are adaptable and flexible with our people’s life commitments and our people understand the ever-changing landscape of e-commerce.
We’re looking for a skilled, mature customer service superstar to join our customer service team, managing inbound and outbound phone calls, email requests, and face to face interaction with a friendly and helpful approach. The ideal candidate loves customers and is a quick learner who can think on their feet and resolve any issues with our client-first business mentality. The most successful consultant will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, the ideal candidate will be integral to reinforcing our reputation for exceptional customer service.
Objectives of the role
- Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
- Identify and address client, partner and ambassador needs with a goal of complete satisfaction
- Provide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to clients
- Follow company communications guidelines and procedures under minimal supervision
- Recommend improvements to processes for improved company efficiency and greater client experiences
Daily and monthly responsibilities
- Build expert and dynamic knowledge of company products and services
- Research information using available resources to satisfy client inquiries
- Build rapport with clients by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences and nurture lasting relationships
- Respond quickly, professionally, and accurately to all client inquiries regarding quotes, orders, status requests, complaints, product returns, and warranties
- Document issues and resolutions in an electronic database for sales and executive management teams to review
- Respond to, troubleshoot, and resolve daily fulfilment and delivery issues
- Support our team of customer service representatives with resolving client issues using best practice resolution strategies, and sharing learnings
- Support our clients and strategic partners using online ticketing and tools, including G Suite, Intercom, Asana, and Notion
- Consistently hold warehouse strategic partners to strict service level agreements (SLAs)
- Provide warehouse strategic partners with clear and concise verbal and written reports of performance, and action plans to improve performance when needed
- Report on the performance of warehouse strategic partners, including in respect of on-time receiving and shipping, inventory accuracy, and packing quality
- Measure, manage and resolve gaps in inventory accuracy
- Work with the operations, sales and marketing teams to maintain the highest standards of client success
- Position includes site visits to our UK facilities
Required skills and qualifications
- University degree
- Strong English communication skills, including active listening and clear articulation
- Ability to solve problems and alleviate conflicts or escalate tactfully
- Ability to multitask, manage time, and prioritise conflicting priorities
- Analytical and process-oriented mindset
- Comfortable working remotely with multiple departments in a deadline-driven environment
- Proven experience in a call centre environment highly desirable
- Interest in e-commerce and logistics a plus
Job Type: Full-time
Salary: £3,000.00-£4,000.00 per month
Benefits:
- Work from home
Schedule:
- Monday to Friday
Education:
- Bachelor's (preferred)
Experience:
- customer service: 1 year (preferred)
Job Type: Full-time
Salary: £3,000.00-£4,000.00 per month
Benefits:
- Work from home
Schedule:
- Monday to Friday
Experience:
- Supply chain: 1 year (preferred)
Work Location: Remote
Reference ID: CS - UK EU
