Community Support Agent

5 months ago


Sheffield, United Kingdom HEAT Full time

HEAT is an immersive and innovative ecommerce platform looking for a Customer Support Agent, who is deeply customer centric and passionate about customer experience.

In your day-to-day, you will work closely with the VP of Operations and Customer Support Manager, ensuring the best customer after sales experience for new and recurring HEAT customers across the world.

We believe that Customer Service is a mission critical function and we are looking for the right agent to connect with our customers, and ensure they have a seamless experience.

Core Responsibilities
- Work with customers who have complaints, questions about orders, or require information about the organization
- Provide solutions that fit those individualized situations and prioritise customers' needs at each step of the process
- Work within Customer Service platform, responding to customers carefully and efficiently
- Surface urgent issues to manager and relevant team members
- Review and contribute to Customer Handbook
- Master HEAT’s products and policies
- Assisting with warehouse logistics and operations

**Requirements**:

- Customer-first mindset
- 1+ year experience in Customer Service
- Fluent in social channels, including TikTok, Instagram, Snapchat
- Independent and proactive with a positive attitude and strong ability to take ownership
- Excellent written and spoken communication skills
- Comfortable with quick changes, novel issue resolution, and ambiguity
- Passion for luxury retail and fashion is a plus

**Benefits**
- Competitive Salary
- Rare opportunity to join an exciting and rapidly growing business
- Flexible Holidays (25 days per year)


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