The art of the perfect fit

Customer Services Representative, Online Auction Services

Posted: 25.01.2022
Contract Type: Full-time
Job Type: Permanent
Pay: Dependent on experience
Location: London, UK
Tenure: Permanent
Job description:

Our client operates seven world-leading digital marketplaces facilitating curated online auctions, seamlessly connecting bidders from around the world to trusted auctioneers. A champion of green e-commerce; our client is an entrepreneurial technology business with nearly 350 employees worldwide, with headquarters in London. In 2021, they not only listed on the London Stock Exchange, but shortly after also acquired a New York-based company to add to their stronghold portfolio of auction technology products and services. Our client is on a transformative journey to grow and scale their business globally and opportunities for their employees are now better than ever. They are looking for diverse, talented, bright minds to join them. The successful candidate will make an impact on the success of a growing, profitable business as well as accelerate their career in the process. They will report to the Customer Experience Manager.

Responsibilities:

  • Responding to customer (auctioneers and bidders) enquiries by telephone, email and live chat channels using ZenDesk (helpdesk software), with high levels of customer service
  • Using GAP Toolbox, Google Sheets, Workbooks, and other web-based systems on a daily basis
  • Maintaining highly accurate data in the abovementioned systems
  • Performing pre-sale audio and video checks with auctioneers and monitors a number of auctions in real time
  • Performing operational tasks for auctioneer clients such as getting results, closing auction events, sending chaser emails, sending payment notifications
  • Clearly and concisely communicating with other departments to resolve issues and share information pertaining to customers (auctioneers and bidders) as events
  • Researching and diagnosing product defects and new ideas and referring them to the IT Engineering team using consistent terminology
  • Escalating complaints or concerns to the Customer Service Manager
  • Develop a deep understanding of all support activities and make suggestions to improve and innovate products and services
  • Attending and participating in training and team meetings
  • Ensuring that a). customer complaints and enquiries, and b). any defects or problems relating to products and services are recorded in ZenDesk, to measure impact to the business
  • Adding to procedure documents and user guides that promote best practice and ensure consistent service delivery across the team (in the ZenDesk Help Centre)
  • Attending live auctions to operate our client’s software from time to time
  • Working on a seven-day rota which includes weekends and bank holidays
  • Meet requirements for ad-hoc requests
  • Participate in other projects as assigned by the Customer Services Manager

Key Skills & experience:

  • Proven customer service work experience, ideally on a helpdesk
  • A detailed knowledge of e-commerce, ideally with previous work experience with an aggregator website or similar marketplace
  • Exceptional communication and interpersonal skills
  • Exceptional problem-solving skills, ideally demonstrating a flair for getting things done in an entrepreneurial fashion
  • Excellent organisation and time management skills, with the ability to prioritise workload and delegate effectively
  • Experience using helpdesk software – ideally ZenDesk
  • An understanding of customer service KPIs
  • Demonstrate a strong work ethic and committed to seeing tasks through to completion
  • Willing and able to work non-standard hours on a rota, including weekends and bank holidays
  • Fluent written/spoken English
  • Previous experience of working in the auction industry is an advantage
  • Willing to attend auctions throughout the UK as required (where deemed reasonable)
  • Knowledge of the auction industry an advantage

Benefits:

Our client invests not only in the health and wellbeing of their employees, but also in their employees future. They offer a wide range of competitive benefits and run programmes to support employees in areas including health, family, finance, growth, time-off and work life balance.