Customer Service Agent

Customer Service Agent, Jollyes Pets, based Waltham Abbey, Essex (Hybrid role). Salary £25-26 k p.a.  many benefits. An exciting time to join an award-winning business with a reputation for outstanding service, in our customer service team who are right at the heart of our mission – to keep our customers and their pets, happy! The Benefits At Jollyes, we’re as passionate about our people as we are about our pets!

We think our tail-wagging benefits package reflects our appreciation for all that our colleagues do and provides support where it’s needed most. Financial wellbeing :
Early access to pay via iTrent/Stream, plus savings and discounts Retail Trust membership : counselling, wellbeing and financial support Colleague Treats : discounts at 800 retailers, from groceries to holidays and cinema We Care wellbeing hub : online GP, mental health support, fitness programme, on-demand dentist Pet perks : 30% off Jollyes brands, 20% off others in-store, plus clinic discounts Pension :
Legal & General scheme (3% EE / 5% ER) Extra paid leave : wedding, new pet, and your birthday off Enhanced maternity/paternity leave (terms apply) Top Dog Award scheme : peer to peer and leadership recognition with rewards Buy/sell holiday : trade up to 5 days annual leave Cycle2

Work : up to 47% off bikes via Halfords Care concierge : support for colleagues balancing caring responsibilities David Lloyd Clubs discount : gym, pool, spa, classes and more Career growth : development pathways into senior Support roles This is a full time, hybrid role involving a minimum of 3 x office days per week at our pet-friendly support office in Waltham Abbey (Essex) and up to 2 x days per week from home (or other Jollyes location as preferred).

37.5 hours per week.

The Role – Customer Service Agent This role sits within our Customer Services team, the digital face and voice of our brand, supporting our e-commerce team and store network. We’re a fast paced, pet-focused retailer with an ‘excellent’ rated reputation for outstanding service (4.7 on Trustpilot from over 103k reviews) which we’re keen to maintain and build on. Dealing with inbound customer queries across a variety of platforms (website, email, phone, social media live chat etc.),

ensuring our customers get the service Jollyes has built its reputation on. Success measures will include satisfactory outcomes to tickets based on customer feedback, query handling time from opening to closing a ticket, ticket volumes closed. Here's what the role involves:
Ensure timely and professional responses to customer queries, aiming for customer happiness. Handle difficult customer queries, providing effective solutions and ensuring customer retention. Utilize our internal software Zoho Desk and other systems for efficient ticket management and resolution tracking. Collaborate with internal teams to resolve customer issues and improve overall customer experience. Build strong relationships with internal teams and stakeholders to ensure accurate and timely response to tickets.

Monitor and report on key performance indicators (KPIs) such as response times and customer satisfaction ratings. Continuously improve customer service processes, identifying areas for optimization and implementing relevant solutions. The Skills – Customer Service Agent To be successful in this role, you’ll need the following skills, experience and qualities:
Previous experience working in a similar customer service team help-desk type operation. Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders, upholding our brand and reputation for excellence. High attention to detail – spelling, grammar and written communications must represent the brand positively, and support our commitment to delivering high-quality customer service.

Strong multitasking and problem-solving abilities to handle multiple queries and positively resolve customer issues. Proven ability to work well under pressure and handle difficult customer situations. Adaptability and flexibility to work in a fast-paced, ever-evolving environment. Strong collaboration…