Platform Customer Service Advisor

6 months ago

Wrexham, United Kingdom Net World Sports Full time

Net World Sports is a continuously growing sports ecommerce company that sells all over the world. Not only do we sell on our website, but also third-party platforms such as Amazon, eBay, TikTok and Allegro, with the intention of expanding to more platforms in the future.

The Platform Customer Service Advisor is responsible for assisting customers by responding to queries related to any third-party platform orders. The overall purpose is to resolve customer queries in a timely and professional manner whilst adhering to the relevant platform’s policy to ensure optimum account health.

The Platform Customer Service Advisor will be responding to queries for all of our products listed on third-party platforms, including our FORZA football goal range which is the fastest selling in the UK.

The Platform Customer Service Advisor will work alongside the Online Platform team to spot and monitor trends in queries, continuously suggesting ways to improve our service and ensure that the best experience is given to all customers.

**THE ROLE**:

- Answering messages on Amazon, eBay, TikTok, Allegro and any other third-party platforms within 24 hours to resolve customer queries.
- Answering inbound calls related to Amazon, eBay, TikTok, Allegro and all other third-party platform orders.
- Contacting customers to inform them of new restock-dates.
- Contacting customers to resolve negative feedbacks.
- Representing A-Z claims and Chargeback disputes on Amazon.
- Keep up to date with the latest third-party platform policies.
- Processing returns for third-party order.
- Monitor product reviews on listings across all platforms and contact customers to resolve negative reviews where needed.
- Reporting trends and issues to relevant departments.
- Assist with all ad-hoc platform CS duties.

**WHAT YOU'LL NEED TO SHOW US**:

- Excellent communication skills, both written and verbal.
- Enthusiastic and positive attitude.
- High attention to detail.
- Interest in Ecommerce & Amazon.
- Good organisational skills.
- Proficient in Windows operating systems such as Microsoft Word, Outlook, and Excel.
- Confident with navigating quickly around the internet, using multiple browsers and tabs.
- Ability to simplify complex problems or processes to achieve.
- A proactive self-starter.

Desirable:

- Knowledge of Amazon Account Health and ODR is desirable but not essential as full training will be provided.
- Previous experience in a customer service role.
- Experience with Microsoft NAV is desirable but not essential, as full training will be given.
- Keen interest in sports.

**WHAT WE VALUE**:
Our mission is to become the world’s leading sports equipment retailer. Nothing excites us more than finding hungry, talented individuals and unleashing them in a team capable of achieving incredible things. So, what do we look for in our hires? Well, Net World Sports is a pretty unique place to work. Our people create our culture, here’s just some of the things we value in our people:

- Good attitude - reliability, accountability and a positive attitude goes a long way
- Be respectful - treat and speak to each other with respect. Be present, stick to deadlines and be respectful of other people’s time.
- Hard working - don’t be afraid of hard work, roll your sleeves up and get involved.
- Approachable - be friendly, kind and willing to help others.
- Supportive - encourage and support each other to do our best
- Adventurous - we like to find creative solutions and play by our own rules.
- Transparent - Open and honest communication with others and with ourselves.

**WHAT'S IN IT FOR YOU**:

- **Summer and Christmas Parties - **because one party is never enough
- **An extra day off for your birthday - **have the day off, on us
- **Additional holidays with length of service - **earn an extra 5 days off
- **Help to buy house deposit scheme - **we’ll help you purchase your first home and get on the property ladder
- **To be a part of a fast-growing, family business - **get involved, share your ideas and be a part of our family
- **Health & wellbeing programmes - **to support your mental health and wellbeing
- **Charity events - **we give back wherever possible, supporting local charity Hope House amongst many others
- **Social events - **we’re a sociable bunch and like any excuse for competition, from go karting to paint balling, boat races to quiz night
- **Bike to Work scheme - **to help you stay active
- **Employee loyalty rewards - **we celebrate big milestones with big surprises
- **Employee discount - **enjoy a discount on our huge product range for you, your friends and family

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Wrexham, LL13 9UT: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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