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Customer Service Support

2 months ago

Bournemouth, United Kingdom Hays Full time
Customer Service Agent - REMOTE

Job overview:
Are you a productive and experienced customer service professional with experience in high volume and fast paced environments? We are hiring additional team members to help us within our customer service team as we navigate through some large-scale operational changes. You will be responsible for handling dispute management tickets within Zendesk to resolve issues efficiently and fairly between buyers and sellers on our platform. Here, we move fast and get things done, so experience within a fast-paced environment and strong organisational skills are a must

Requirements:

  • Dispute Resolution: Manage dispute tickets within Zendesk to resolve issues between buyers and sellers promptly and fairly.
  • Communication: Communicate effectively and professionally with both buyers and sellers to gather necessary information and facilitate resolution.
  • Investigation: Conduct thorough investigations into reported issues, gathering evidence and information from relevant parties to make informed decisions.
  • Problem Solving: Employ critical thinking and problem-solving skills to identify root causes of disputes and implement effective solutions.
  • Policy Adherence: Ensure adherence to company policies and guidelines while resolving disputes, maintaining consistency and fairness in decision-making.
  • Documentation: Maintain accurate records of dispute cases, documenting all interactions, decisions, and resolutions within Zendesk.
  • Feedback Loop: Provide feedback to the relevant teams regarding recurring issues or areas for improvement in our platform or processes.
  • Customer Advocacy: Advocate for the best interests of both buyers and sellers, striving to achieve mutually beneficial resolutions whenever possible.
  • Conflict Management: Handle escalated disputes with professionalism and diplomacy, de-escalating tensions and finding constructive resolutions.
  • Collaboration: Collaborate with other teams, including Customer Support, Sales, and Product, to address underlying issues contributing to disputes and implement preventative measures
This is a permanent role - Remote working - Mon to Friday 37.5 hours. (Weekend shifts may be introduced further down the line)
£24,000 - 25 days annual leave plus 8 days bank holiday - other great benefits

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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