The art of the perfect fit

Customer Services Representative, Digital Marketplace

Posted: 30.03.2021
Contract Type: Full-time
Job Type: Contract
Location: London, UK
Job description:

A market leading trade publication and digital marketplace is looking for a talented, passionate Customer Service Representative for a 6 months Fixed Term Contract. This is an opportunity to have a huge impact on the success of a growing, profitable business and to accelerate your career in the process.

Key Responsibilities: 

  • Responding to customers (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 above mentioned 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 Supervisor and Customer Service Manager Develop a deep understanding of all support activities and make suggestions to improve and innovate the clients products and services
  • Attending and participating in training and team meetings
  • Ensure a) customer complaints and enquiries and b) any defects or problems relating to the clients 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 software from time to time
  • Working on six day rota which includes weekends and bank holidays
  • Meet requirements for ad-hoc requests
  • Participate in other projects as assigned by the Director of Operations

Key Skills:

  • Minimum of two years’ customer service work experience, ideally on a helpdesk
  • A detailed knowledge of eCommerce, 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
  • An understanding of customer service KPI’s
  • Demonstrate a strong work ethic and committed to seeing tasks through to completion
  • Willing and able to work non-standard hours to a rota, including weekends and bank holidays
  • Ready to work in a fast-paced and highly ambitious company