Working Pattern: Tuesday to Saturday, 09:00-17:00 (Saturday is work from home)
Initial Training: 2 weeks, Monday to Friday, 09:00-17:00
Role Purpose
To deliver a consistently positive and professional customer experience by building strong relationships with customers and representing our brand with care, clarity, and empathy.
Key Responsibilities:
Respond to customer enquiries promptly and accurately via phone, email, and web chat
Understand customer needs and assist them in using product features effectively
Log customer returns and replacements with detailed and accurate information
Identify and report trends in faulty products to support continuous improvement
Maintain customer databases with relevant technical issues and conversation history
Monitor and respond to customer feedback and complaints on social media
Provide clear guidance on product functionality and usage
Share customer insights, feature updates, and solutions with the wider team
Ensure all enquiries are followed up and resolved in a timely manner
Collect and relay customer feedback to product and marketing teams
What We're Looking For
This is a customer-facing role where being polite, professional, and compassionate is essential. The ideal candidate will also have:
Strong interpersonal and communication skills
The ability to work collaboratively in a fast-paced team environment
A calm and confident approach to handling complex queries
Essential Requirements
Minimum 1 year of experience in a similar online customer service role
Excellent written and verbal communication
Strong problem-solving and multitasking abilities
Patience and professionalism with challenging customer situations
Familiarity with Freshdesk or similar CRM/ticketing platforms
Courier search and complaint handling experience (desirable but not essential)
Key Performance Indicators
Increased customer satisfaction and retention
Enhanced brand reputation through excellent service
Growth in positive feedback and referrals
Health & Safety Responsibilities
All employees must:
Follow all company safety, hygiene, and environmental procedures
Understand and manage job-related risks
Immediately report any issues or unsafe conditions
Contribute to ongoing health and safety improvements
