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Senior Customer Support Agent

2 months ago

Goring UK, Reading, United Kingdom simplehuman EMEA Full time

simplehuman, a leader in luxury housewares design and innovation, is an American company with a with a five-year expansion plan throughout the EMEA region. As our Senior Customer Support Agent, you will support and maintain excellent customer relationships, with efficient and effective communication throughout the customer journey. The purpose is to support and promote simplehuman as a luxury brand to our customers in all that we do. This position is based at the simplehuman office in Goring-on-Thames with occasional travel to our Distribution Centre in Northamptonshire.


directly responsible to: Sales and Customer Support Manager, EMEA


main tasks:

all aspects of D2C Customer support, to include warranty claims, collections, return and refunds.

  • collaborate and assist with all customer service queries.
  • conduct warranty investigations and efficiently advise in accordance with the company’s warranty, customer service terms and guidelines.
  • deliver detailed support advice and management within the simplehuman guidelines across our CRM systems.
  • resolve customer queries on chat, phone, and email simultaneously.
  • manage time effectively across your duties to ensure that SLAs are met.
  • consult other departments on product queries as required.
  • consult other departments on ad hoc duties such as delivery procedures.
  • operational team planning to include goal setting, training and performance management.
  • key point of escalation for all customer and operational queries


eCommerce administration

  • confidently operate Sage 200 for customer queries and Ecommerce administration.
  • administer telephone orders, discounts, and payment disputes.
  • collaborate with returns, coordinating return deliveries, refunds and administration.


office management

  • perform reception duties such as welcoming guests, taking deliveries, ensuring that the front of house area is tidy.
  • screening and forwarding calls and emails for all internal departments and employees.

skills and experience:

  • graduate calibre, bachelor’s degree preferred
  • curious, learner, improver, grower
  • confident team player
  • empathic and patient
  • goal orientated, ambitious, driven to progress
  • Zendesk, Sage, chatbot
  • analytical skills welcomed


benefits:

  • 20 days annual leave, plus your birthday and bank holidays (increasing to 25 days with service)*
  • progressive career development planning*
  • free on-site parking
  • stakeholder pension scheme*
  • flexible working patterns
  • time off/lieu credit system
  • well-being programme and counselling services
  • lunchtime tai-chi and pilates
  • on-site gym
  • ping pong facilities
  • cricket club
  • generous friends and family discount scheme*
  • free monthly staff lunches
  • free snacks, fruit, and beverages

*Subject to probation/permanent contract offer