Customer Service Agent

Customer Service Agent, Jollyes Pets, based Waltham Abbey (Hybrid role). Salary £24-26 k p.a. + many 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.

• Competitive salary of £24-26k p.a. (depending on experience)
• iTrent financial wellbeing package
  , powered by Wagestream, enabling access to earnings before pay day plus lots more discounts and savings benefits.
• Retail Trust membership – counselling, wellbeing and financial support for the retail industry
• Colleague ‘Treats’ – numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips
• Colleague ‘We Care’ wellbeing & medical support services – online GP, mental health support, get fit programme and much more (including ‘Tooth Fairy’ dentist on demand).
• 30% off Jollyes branded products (and 20% off other brands in store for your pet’s needs!) with discounts for our groomers and pet clinics too.
• Workplace pension scheme provided by Legal & General (contributions EE 3%, ER 5%)
• Additional paid leave for your wedding, new pet coming home and your birthday off!
• Buy/Sell holiday scheme – can purchase or sell up to 5 days
• Cycle2
  
  Work scheme – up to 47% off a new bike & accessories via Halfords
• Discounted membership for David Lloyd Clubs - access to gym, pool, spa, classes, racquet sports, kids clubs and more

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.

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 a reputation for outstanding service (4.8 on Trustpilot from over 95k 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.

A full job description is available on request, but to summarise your key responsibilities:

• 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.

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…