Retailer Helpdesk Agent

4 months ago

London, United Kingdom Lycamobile Full time

As a retailer's support agent, your tasks will involve assisting customers, addressing their concerns, and ensuring their overall satisfaction with the products and services. Here is a comprehensive task list for a retailer's support agents:
**Order Assistance**: Help customers with placing orders, order tracking, and resolving any issues related to the order process.

**Product Information**: Provide accurate and detailed information about the retailer's products, including features, specifications, pricing, and availability.

**Returns and Refunds**: Guide customers through the process of returns and refunds, ensuring adherence to the retailer's policies and assisting with any complications.

**Complaint Resolution**: Address and resolve customer complaints and issues promptly, striving to find satisfactory resolutions and turning negative experiences into positive ones.

**Technical Support**: Offer technical assistance to customers who encounter problems with products or services, troubleshooting issues, or escalating to higher support levels if necessary.

**Payment Assistance**: Assist customers with payment-related inquiries, billing issues, and payment processing errors.

**Promotions and Discounts**: Inform customers about ongoing promotions, discounts, and special offers, helping them take advantage of the best deals.

**Stock Availability**: Inform customers about product availability and help them find suitable alternatives if certain items are out of stock.

**Order Status Updates**: Proactively provide customers with updates on the status of their orders, especially if there are any delays or changes.

**Shipping and Delivery**: Address shipping-related questions and concerns, including delivery times, tracking information, and lost or damaged packages.

**Customer Account Support**: Assist customers with account-related issues, such as password resets, account updates, and order history inquiries.

**Cross-Selling and Upselling**: Identify opportunities to cross-sell or upsell relevant products based on customer needs and preferences.

**Customer Feedback**: Encourage customers to leave feedback or reviews about their experience, products, and services, and report valuable insights to the relevant departments.

**Product Knowledge Updates**: Stay up-to-date with the retailer's products, policies, and procedures to provide accurate and timely information to customers.

**Escalations**: Escalate complex or unresolved issues to higher support levels or management as needed.

**Customer Satisfaction Surveys**: Participate in customer satisfaction surveys or feedback programs to assess customer experiences and identify areas for improvement.

**Training and Development**: Engage in regular training sessions to improve product knowledge, communication skills, and customer service techniques.

**Maintain Documentation**: Keep detailed records of customer interactions, inquiries, and resolutions in the retailer's CRM or support systems.

**Team Collaboration**: Collaborate with other support agents and relevant departments to address customer concerns effectively and efficiently.

Remember, the key to successful customer support is empathy, active listening, and a dedication to resolving issues promptly and courteously. Each customer interaction is an opportunity to build a positive relationship and foster loyalty to the retailer.

**Working hours are shift based Mon - Sun: 2pm - 11pm, 8pm - 5am**

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

**Salary**: £24,000.00 per year

**Benefits**:

- Flexitime

Schedule:

- Flexitime
- Night shift

Ability to commute/relocate:

- London, E14 9SG: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

Work Location: In person

Reference ID: Retailer helpdesk

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