Customer Care Co-ordinator

2 weeks ago


London, United Kingdom urb-it Full time

**Urb-it**

At Urb-it, we are a passionate team with a vision to transform urban logistics, one delivery at a time. We deliver last mile urban logistics services that create a positive impact on society & the environment through:

- A positive impact on our clients and customers’ delivery experiences
- A positive impact on the environment, air quality and congestion in our cities
- A positive impact on how our couriers and employees are supported and grow

Our values - service, respect and determination - unite our teams and support how we build our global brand and create our positive impact. We are B Corp certified, meaning we place purpose alongside profit in how and what we do, both today and in the future.

**Role Description**

The Customer Care team leads managing our service with our direct clients - retailers, brands and logistics companies - and their customers. It ensures we provide a high quality customer service to meet the expectations and standards expected by clients and customers. The role will review and resolve customer queries to ensure the customer and clients are satisfied with the outcome.

Role responsibilities Role KPIs
- Respond to inbound customer queries about their deliveries,
- Finding answers and providing updates in a timely and courteous manner
- Successful handling manner and closing of inbound queries.
- Effective and efficient case/ticket management to ensure all implemented) service level agreements are met and in line with processes
- Use the customer care management tool that is implemented to update all customer queries to keep accurate track of progress
- Aim to successfully close all open queries in a positive customer service manner that ensures the client/customer is satisfied

Please note the successful applicant will be required to work in the office 5 days per week.

Previous customer service experience - essential.

Logistics experience - desirable.

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

**Salary**: £27,000.00 per year

**Benefits**:

- Company events
- Cycle to work scheme

Schedule:

- Day shift

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)
- Logistics: 1 year (preferred)


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