Customer Service Shop Professional

2 weeks ago

Norwich, United Kingdom Salesupply UK Ltd Full time

**Join Our Team as a Customer Service Shop Professional**

Are you passionate about delivering exceptional customer experiences? Do you thrive in a dynamic, fast-paced environment? If so, we have the perfect opportunity for you

**What You'll Do**:
As a **Customer Service Shop Professional**, you will be the expert for your designated shop, acting as a key liaison between the Customer Service team and the shop. You’ll also serve as the escalation point for customer complaints, ensuring timely and effective resolutions. Your expertise and leadership will help drive smooth operations and enhance the overall customer experience. Key responsibilities include:

- Acting as the primary contact for agents and resolving customer cases efficiently.
- Serving as a key liaison between the shop and the customer service team to streamline operations.
- Handling escalated customer complaints with professionalism and urgency.
- Monitoring daily operations, including Liveboards, SLA compliance, inboxes, and payment queues.
- Gathering, reviewing, and sharing customer feedback (NPS/CSAT) and conducting SWOT analyses.
- Training and onboarding new agents, including creating training materials.
- Supporting the Customer Service Manager with scheduling, reporting, and agent performance management.
- Managing daily and weekly meetings with stakeholders and internal teams.
- Overseeing system access, chat operations, and agent scheduling support.
- Resolving payment issues, verifying VAT invoices, and maintaining exception logs.
- Collaborating on special projects, process improvements, and customer satisfaction initiatives.

**What We're Looking For**:
We’re seeking someone who:

- Is confident and capable of becoming the go-to expert for a specific shop.
- Excels at building strong relationships and acting as a reliable point of contact.
- Handles escalated complaints with tact, empathy, and problem-solving skills.
- Has excellent organizational and communication skills.
- Can juggle multiple priorities with ease and a solutions-focused mindset.
- Thrives in both independent and collaborative work environments.
- Demonstrates a keen eye for detail and a commitment to continuous improvement.
- Brings experience in customer service or a related role (bonus points for team leadership experience).

Pay: £26,843.20 per year

**Benefits**:

- Casual dress
- Free parking
- Health & wellbeing programme
- Work from home

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (required)

Work Location: In person

Application deadline: 13/12/2024

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