Customer Service Representative

1 week ago

London, Greater London, United Kingdom Genflow Full time
About the Role

We are seeking a highly organized and customer-focused individual to join our Customer Service team at Genflow. As a Customer Service Representative, you will be responsible for providing exceptional support to our clients' customers, ensuring their queries are resolved efficiently and effectively.

Key Responsibilities
  • Answering Customer Queries: Respond to customer inquiries via Zendesk, addressing their concerns and resolving issues in a timely and professional manner.
  • E-commerce Support: Provide assistance with e-commerce-related queries, including order details, shipping, and refunds.
  • Order Investigation: Investigate delays in orders by contacting our warehouses, tracking orders, and keeping customers informed.
  • Digital Product Support: Troubleshoot technical issues related to our digital products, such as apps, ebooks, courses, and videos.
  • Process Improvement: Collaborate with the team to create macros, tags, and improve workflow efficiency.
  • Content Creation: Develop FAQs and support articles for our clients.
  • Team Collaboration: Work closely with other teams to resolve complex issues and provide proactive support.
Requirements
  • Zendesk Experience: Minimum of 1 year of experience using Zendesk.
  • Zendesk Knowledge: Complete understanding of macros, tags, solving tickets, and features of Zendesk.
  • Productivity: Ability to answer a minimum of 150 tickets daily.
  • Industry Knowledge: Understanding of social media, online business, and e-commerce shops, with a minimum of 1 year of experience in a similar role in the UK.
  • Organizational Skills: Organized and confident individual with the ability to complete tasks efficiently.

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