Customer Support Executive

Customer Support Executive Job Advertisement

Panda London is a UK-based company specialising in eco-friendly products for the home. Our company is growing rapidly, and therefore, we are looking for new Customer Care Agents to join our team and help provide top-tier support to our loyal and expanding customer base.

Position Summary:

As a Customer Service Agent, you will play a key role in ensuring our customers receive outstanding support. This role involves handling customer inquiries through various channels, including calls, live chat and email. Additionally, you will be responsible for handling order inquiries from other trade partners, along with the ability to effectively sell and upsell products to customers.

Main duties:

• Respond to customer inquiries promptly and professionally through calls, live chat and emails in English.
• Investigate and resolve customer issues, ensuring a positive customer experience.
• Maintain expert-level understanding of our products and operational processes.
• Maintain accurate and detailed records of customer interactions and solutions provided.
• Professional communication is to be adhered to with our trade partners.
• Collaborate with other teams to address complex problems and escalate issues when necessary
• Occasional projects may be assigned to staff, with clear deadlines for completion.
• Reference: y3UgvAr6UU5ra8AsfK2bXY-8uplye6pr2qWkbUyT7WxbnI12_pioVjXJLnLVIGxD

Skills needed:

• At least 5 years previous experience in a customer-oriented position, providing Service required and Sales preferred.
• Empathy - understanding and respect for our customers
• The ability to juggle between different tasks and projects in a dynamic environment
• A decent knowledge of Microsoft tools (Word, Excel, PowerPoint, etc.)

Continuous Improvement:

• Proactively identify opportunities for process improvement and share insights with the team.
• Engage in team training and feedback opportunities to improve operational efficiency and the quality of support provided.
• Contribute to the development and refinement of customer support resources, such as FAQs and knowledge base articles.

Qualifications:

• Fluency in English (spoken and written) is essential.
• 5 years previous customer service experience is required.
• Experience with Sales and Upselling products is preferred.
• Strong communication and interpersonal skills.
• Ability to multitask and prioritise in a fast-paced environment.
• Problem-solving skills and a customer-centric mindset.
• Proficiency in using call, live chat software and email platforms.
• Experience with CRM systems like HubSpot is required.

Education and Experience:

• High school diploma or equivalent; additional education is beneficial.
• 5+ years of previous experience in customer service or a related field is required.
• Sales experience is preferred.

We offer:

• Training
• Friendly and supportive team
• Remote work from the comfort of your own home
• Competitive salary

Working Hours

• Standard working hours with monthly weekend cover and shift work.

How to Apply

If you are passionate about providing excellent customer service and have the language skills required for this role, we would love to hear from you! Please submit your resume and cover letter, and we will get back to you shortly.