Customer Services Representative

1 week ago


Burnley, United Kingdom Townsend Music Ltd Full time

**About Townsend Music**:
Townsend Music is the UK’s leading direct-to-consumer e-commerce company in the music industry. We work with top artists to deliver exclusive merchandise and music to fans across the UK and beyond. As our team continues to grow, we’re looking for a new team member to support both customer service and fulfilment operations.

**The Role**:
You’ll be the first point of contact for our customers, handling queries about orders, products, returns, and general information. This is an office-based role ideal for someone who is organised, confident in written and verbal communication, and passionate about delivering high-quality customer experiences.

**Key Responsibilities**:
**Customer Service**:

- Resolve queries related to orders, returns, and general inquiries
- Escalate more complex issues to the Head of Customer Services
- Use Zendesk to manage support tickets

**About You**:

- Experience in customer service, ideally in an e-commerce or retail setting
- Familiarity with Zendesk or similar systems is a plus
- Friendly, clear communicator (both written and verbal)
- High attention to detail and accuracy
- Positive attitude and team-player mindset
- Able to multitask and manage a varied workload

**Working Hours**:
Flexibility within 11:00-17:00, Monday to Friday.

**Benefits**:

- Permanent, part-time position
- Growing, music-focused business with a supportive team
- Opportunities for development and progression

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

Pay: £12.26 per hour

Expected hours: 20 per week

Additional pay:

- Bonus scheme
- Performance bonus
- Yearly bonus

**Benefits**:

- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Application question(s):

- Have you used a customer service platform such as Zendesk or similar ticketing systems?
- Describe a time you successfully resolved a difficult customer issue. What approach did you take?

Work Location: In person



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