Customer Service Agent

3 days ago

Belfast, United Kingdom Linenbundle Full time

**Job Title**

Customer Service Agent

**About Us**

Be a part of something amazing.

We’re Linenbundle - Europe's fastest growing eCommerce bed & bath brand.

We’re a small and mighty team focused on providing comfort and contentment in people's lives. Our team iterates fast, works hard and has aggressive goals.

Linenbundle is growing rapidly and looking to hire driven, humble colleagues. We’re experiencing rapid year over year growth thanks to outstanding products and passionate customers. Our style is entrepreneurial and dynamic - every member of the team is trusted with autonomy and responsibility.

We're a highly ambitious, hard-working team that pushes you to produce your best work yet. We don't want average, we want high performers who chase growth and set ambitious goals. Want your ideas to have impact and your career to grow? Then Linenbundle is for you

**The Role**

We are looking for an individual who is highly motivated that will join our Customer Service Team with the desire and ability to work in a high growth retail business.

We are seeking a Customer Service’s Agent with strong operational experience and agility on both operational and customer facing systems, who is patient and willing to keep up with the high demands of a fast-paced eCommerce business.

**Duties and Responsibilities**:

- Managing and resolving customer enquires in a considerate and timely manner
- Relentless focus on the customer experience
- Nurturing and maintaining great relationships with our customers
- Processing customer orders and providing expert advice on the company’s extensive products
- Maximizing sales opportunities through upselling
- Manage and Govern Daily Order Feed & Fulfilment messaging to and from FC Partners
- Manage Customer Orders and Govern Fulfilment from Logistics Partners
- Facilitate Customer Bulk Buys with appropriate commercial solutions
- Manage Any Stock Outs and Rapid Resolution of same.
- Manage Last Mile Services - Delivery from FC to Customer
- Provide Rapid Responsiveness on Social Media Platforms in Respect of Customer Service
- Manage Customer Returns in a fast efficient manner
- Manage invoice and statement queries and escalate as required
- Work as a part of a cross functional team
- Meet the team service level targets
- Maintain up-to-date knowledge of our products and processes
- Demonstrate creative problem solving for complaints or other opportunities
- Ad hoc projects and duties as requested by management

**Competencies**:

- Customer Service - Manage difficult or emotional customer situations; Responds promptly to customer needs; Solicit customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Continues Improvement Mindset with a view on processes, products and services.
- Highly literate, with strong commercial skills
- Communication Skills - Highly effective communication both internally and externally
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyses information skilfully; Develops alternative solutions.
- Teamwork - Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Planning/Organising - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

**Requirements**:

- Must be strong in English as Secondary Language
- Tier 1 Languages - French, Italian, Spanish & German (Strong Mix Ideal)
- Minimum 1 to 2 years in Customer Service role within a retail or eCommerce business
- Qualifications: Good standard of education including GCSE Maths and English
- The ability to communicate effectively with people at all levels of the organisation
- Be able to work accurately to meet deadlines, follow company standards and procedures
- A high level of commitment and flexibility.
- A proven track record in delivery of excellent customer service.
- Good judgement and decision-making skills.
- Highly literate in Office packages and Customer Service Platforms
- Highly Driven & a Self-Starter
- Excellent communication and organisational skills
- Experience in tracking and exceeding KPI’s

**Why Work with Us?**
- Opportunity to work in Europe's fastest growing eCommerce bed & bath brand
- Progressive, hybrid working model
- Highly Flexible empowered working environment
- Career development through mentoring and training
- Competitive Salary
- 28 Days flexible holidays
- Company Pension
- Generous Staff Discounts on all products

**Salary**: £22,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Casual dress

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: Hybrid remote in Belfast

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