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Customer Support Representative

4 months ago

London, Greater London, United Kingdom Qogita Full time

WHO WE ARE

Qogita [Pronounced KO-gi-ta] is transforming the world of B2B eCommerce:a one-stop-shop for all packaged products at prices, terms and ease-of-use never seen before. Qogita is based on an ultra-innovative order allocation algorithm that not just enhances how B2B commerce is done, but changes it all together.

The outcome:

10-20% in potential savings for literally any player across the packaged goods value chain (yes, you read this last line right.).

This world-class technology and unique culture explain our fast-pace success. We're already in over 40 countries, offering >1 million unique products that represent >50,000 brands.

Our partners on this journey include the world's most prestigious funds, the same ones behind companies such as Facebook, Etsy, Slack, Spotify, LinkedIn, Pinterest, Shopify and others.


Who are you?
You are a driven Customer Support Represenative who strives to provide our buyers with an amazing customer support experience.

Someone that always puts the customer at the heart of what they do and encourages others to do the same.

You are passionate about providing customers with the best support and service possible. You ensure that customers are satisfied and get the resolution they deserve, so they know they can trust Qogita. You reside in the United Kingdom or the Netherlands and can speak and write fluent English.

Your attributes:

  • Customerfocused: You have a passion for helping customers and are committed to delivering exceptional service.
  • Adaptable: You thrive in a dynamic and fastpaced environment and are able to adapt quickly to changing priorities.
  • Resourceful: You are proactive in seeking solutions and are able to leverage available resources to solve problems.
  • Collaborative: You enjoy working as part of a team and are willing to lend a hand to your colleagues when needed

Respectful:
You treat everyone with respect and value diversity in all its forms.

Your experience:

  • You will have 2+ years in an online customer support role or customerfacing in a B2B wholesale support role. Alternatively, you are technologically capable with 4+ years of experience in a customerfacing support role.
  • You have experience dealing with complaints.
  • Zendesk; ideally, you will have experience using Zendesk. However, we consider experience using other CRMs.

Who you will be working with:
Outside your team, you will primarily work with Operations and Customer Success. We are a small, close-knit team.

We are an open, honest, highly respectful group of people that work in an environment of mutual trust and psychological safety.


What you will be working on:

  • Investigate and resolve customer complaints quickly and patiently.
  • Communicate with customers about their orders, including any delays or changes in delivery.
  • Assisting customers who may have problems with their tracking numbers, are waiting on their orders, or have received the wrong order.
  • Maintain thorough and accurate customer service records. Keep confidential records and financial information private and secure.
  • Help customers register online and help them process their orders. Provide literature and highlevel guidance to new users and identify if they might require a dedicated Customer Success Manager.
  • Assist our financial department with customers on security checks, accounting inquiries, or flag accounting issues raised by the customer.

Package, Perks & Benefits:

  • Competitive annual leave
  • Yearly performancebased bonus
  • Pension contribution
  • International private health insurance plan
  • Monthly Gift Card Allowance via "Ben" & "Perks at work"
  • Onboarding homeoffice package