Customer Service and Support Adviser
5 months ago
Please note this role will be titled ‘Customer Service and Technical Support Advisor’ internally.
**About Us**
Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41b in the UK. In addition to our independent retailers, we serve most of the major convenience store players, including Spar, Nisa, Premier and Booker.
Snappy exists to enable local high street businesses to serve their customers online so that local communities thrive, and revenue stays local. Retailers have seen revenue uplifts of between £5k and £120k per month, making the platform mission critical to local business.
**Our location**
We are a Scottish start-up with 120 colleagues based around the UK and our Head Office is located in Dundee.
This is a hybrid working role where travel to our offices may be required with flexibility to work from home.
**About the team**
Our Customer Service team interact and support both our retailers and our customers across multiple channels. This can be a customer calling with a query about a product, late delivery or a retailer who needs support with a tech issue or it could be from a wide range of queries. This team are often the first person in Snappy that they speak to.
We’re a start-up that understand it’s a team effort, so you always have the support of your wider team, out retailer managing teams and our technical teams (amongst others).
**About the Role**
You’ll be taking inbound calls and queries from a range of Snappy users, logging these onto our system, resolving what you can or liaising with other teams to deliver on issues, all whilst continuing to offer the highest level of customer service. Equally you will:
- Assist with technical issues
- for both hardware and software issues
- Following, and supporting in the improvement of, our internal processes
- Making changes to the systems that support Snappy retailers
- Liaising with teams from across our business to communicate and resolve issues
**To be successful in this role, you will be/have**:
- Brilliant interpersonal skills
- you’ll enjoy engaging with people and solving their problems
- Comfort learning technical processes and communicating these to individuals
- Ability to work independently
- whilst we can have time in the office, we also give a lot of flexibility to work from home
- The drive to deliver and solve tickets
- An attention to detail: you’ll be great at following processes in a fast-changing environment
**Ideally you’ll also**:
- Have worked in a customer services environment
- although we’re happy to train the right person if you’ve not.
**If you think you’ve got what it takes but hesitating**
At Snappy we’re all about Community, from the inside out. We hire great people from all walks of life with a wide variety of backgrounds that make our business stronger. We welcome everyone at Snappy that shares our values.
**What’s in it for you**
Scroll below to read more about our Snappy Reward.
**Applying**
Don’t forget to include a cover note that tells us why you are interested in the role and shares more about who you are and what matters to you.
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