Job Advert
Customer Service Representative – eCommerce Appliances
Role Overview
We are seeking a confident and customer-focused Customer Service Representative to support customers across our eCommerce appliance channels. This role is suited to someone who enjoys working in a fast-paced customer service environment, can balance telephone and written communication effectively, and is committed to delivering a professional, helpful and consistent customer experience.
Ship It Appliances Ltd. is part of the For Everyone Group - take a look at our LinkedIn page to see what we get up to as a team!
Key Responsibilities
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Provide high-quality customer support across multiple channels, with a primary focus on telephone support and additional support via email, tickets and live chat
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Handle inbound and outbound customer calls in a professional, calm and helpful manner
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Manage customer service tickets and live chat conversations through eDesk
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Respond to customer enquiries accurately and within agreed service levels
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Process refunds for damaged or faulty items in line with company guidelines
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Support customers across multiple UK marketplace channels, including Amazon and B&Q
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Maintain efficient handling times while ensuring a high standard of written and verbal communication
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Work towards productivity targets, including processing approximately 18 tickets per hour where applicable
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Deliver a consistent, customer-first experience across all contact channels
About You
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Previous experience in a customer service role, ideally within eCommerce, retail, appliances or marketplace support
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Experience using customer service ticketing systems; eDesk experience would be advantageous but is by no means essential
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Strong verbal communication skills, with a professional telephone manner
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Confidence handling customer queries by phone, email, ticketing systems and live chat
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Ability to manage high volumes of customer enquiries with accuracy and attention to detail
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Good organisation, time management and problem-solving skills
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Ability to remain calm, empathetic and professional when handling challenging conversations
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A proactive, customer-first approach and a commitment to delivering a positive customer experience
Details
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37.5 hour week, worked 9-5 Monday to Friday
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Office based, permanent, full time
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Reports to Head of Customer Service
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Annual Salary £26,000
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Overtime available in peak periods
Benefits
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Free on-site parking with EV charging available
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25 days Holiday + Bank Holidays
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1 day additional day of annual leave per year of employment up to 28 days
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Regular social events
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Training and development support from a dedicated People Team
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Life Insurance Cover
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Health & Wellness Support
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EAP service
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Community volunteering and charity fundraising opportunities
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Annual Christmas shopping voucher
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Substantial staff discounts across all group brands
