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My client is a growing e-commerce business based in Sheffield city centre looking for a Customer Support Specialist to join their team. They supply components for a range of engines including boats, tractors and forklifts.
We’re looking for someone who is great with customer service, as well as a skilled communicator and problem solver. The role will require building some technical knowledge about our products.
Role Description:
Customer Support and Resolution: Provide prompt and efficient support to customers via email, phone, live chat, or social media. Address and resolve customer complaints, queries, and concerns swiftly.
Order Management: Assist customers with placing orders, tracking deliveries, processing returns, and exchanges. Ensure accurate and timely fulfilment of customer orders.
Product Information: Provide detailed information about products, including availability, specifications, and pricing. Help customers make informed purchasing decisions by understanding their needs and recommending products accordingly.
Technical Support: Offer assistance with website navigation, account creation and management, and troubleshooting any technical issues that customers may encounter on the website.
Dispute Resolution: Handle disputes and negotiate solutions that satisfy both the customer and the company, within the bounds of company policies.
You must have:
• 2+ years customer service experience
• Experience with Freshdesk / Zendesk, or similar helpdesk software
• Experience with live chat (any software)
• Excellent telephone manner
• Comfortable offering product advice
• Clear written communication
