Offer summary

Qualifications:

Clear communicator in both written and spoken English, Excellent problem-solving skills, Positive and proactive attitude, Previous customer service experience.

Key responsibilities:

Handle customer complaints and ensure timely resolution

Answer and manage customer phone calls and inquiries

Investigate issues related to customer orders and sign off on refunds and charges

Collect customer feedback to drive service improvement and increase social media reviews.

Job description

This is a remote position.

Job Highlights:

Contract: Independent Contractor
Schedule:

Sunday to Thursday cover, 9:00 am am till 6:00 pm UK Time with a 1-hour unpaid break and occasional weekends to be determined (8 hours per day/40 hours per week)

About Us:

The company is the brand for furniture hire in the event industry. Founded on a shoestring in 2011 by best friends, the company has grown to be a customer-centric logistics powerhouse in the sector, developing its own software and people in-house so we can become our best selves and together hopefully reach our massive potential. Since recovering from the pandemic in a robust way, we seek to double down on our foothold toward being market leaders. We need a team of more amazing people to help us and hope it might be you

reading this!

The Customer Service Co-ordinator is a vital role which sits between the sales team, our customers and operation. Working directly with the manager of customer services, you will be responsible for handling customer queries and issues. Your work will involve fixing problems before they happen by playing a massive part in continuous improvement cycles.

You will have a valued voice in our organization and be included and sought after for positive change.

You will speak with our management team and of course the owners on a regular basis.

You will receive full training including on the processes in other departments.

Please note this role includes regular weekend cover.

Responsibilities:

Customer complaints:

As good as we are, customer complaints sometime occur, it will be your job to ensure customers are contacted within 1 working day of a complaint from being raised. Investigate each complaint & resolve within 3 working days of collection date.

Customer phone calls:

You will be expected to answer & handle calls that aren’t picked up by our sales or logistics teams. These calls could include sales enquiries or. Furthermore, calling customers to confirm contract details or notify them of issues will be a daily task.

Signing off charges & refunds:

A small portion of customer orders end up with some form of issue such as missing or damaged stock. These issues need to be investigated to ensure the clients final invoice is fair & accurate. This will be a digital process, that will also gather data for us on both internal and external issues. You will be responsible for signing off customer refunds and charges.

Customer feedback & reviews:

Via post event follow ups with key clients & focusing on our target market, we will get feedback / data to drive forward service improvement. We also want to push for a much higher rate of social media reviews.

Requirements

Be a clear communicator in both written and spoken forms of English
Have excellent Problem-solving skills
Have Positive and pro-active attitude
Be emotionally intelligent
Have previous experience in Customer service experience
Be comfortable working in a fast-paced environment
Be computer savvy, including Microsoft office experience & Excel
Be an organized & detail oriented
Previous industry experience is desired but not essential

Benefits

Independent Contractor Perks:

HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job

Please note that since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

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