**** THIS IS AN OFFICE BASED ROLE IN ABINGDON, OXFORDSHIRE ****
About Dramco Limited
Dramco Limited is a forward-thinking eCommerce business committed to delivering exceptional products and services to our customers. With a focus on quality and innovation, we are building a team of passionate professionals dedicated to maintaining high standards across all our operations.
Role Overview
We are seeking a Digital Marketplace Customer Services Advisor to join our dynamic team. Reporting to the Office Manager, you will play a key role in managing customer enquiries across our online marketplaces. Utilising Zendesk, you will process tickets efficiently, liaise with suppliers for product and delivery information, and ensure customer satisfaction while meeting performance KPIs.
You will also collaborate with the Office Manager and Head of Marketplaces to optimise support processes, ensuring cases are resolved within defined timeframes and without impacting KPI performance.
Key Responsibilities
Customer Support & Case Management
1. Use Zendesk to manage and respond promptly to customer enquiries across multiple online marketplaces.
2. Efficiently process support tickets, providing accurate and timely responses to customer queries.
3. Liaise with suppliers to gather necessary product and delivery information to resolve customer issues.
4. Work with the Head of Marketplaces to ensure cases are resolved within agreed timeframes.
Process Optimisation & KPI Management
1. Collaborate with the Office Manager to streamline and improve support processes.
2. Ensure high-quality service delivery aligned with defined KPIs.
3. Monitor and maintain performance standards to contribute to the success of the customer services team.
Team Collaboration & Reporting
1. Report on workload, ticket resolutions, and any issues to the Office Manager.
2. Support team efforts to maintain and improve marketplace performance KPIs.
3. Contribute to team discussions to refine best practices and improve operational efficiency.
Key Skills & Competencies
1. Zendesk Proficiency: Experience using Zendesk or similar ticket management tools.
2. Customer Service Excellence: Strong commitment to providing high-quality support and resolving customer issues effectively.
3. Detail-Oriented: Ability to produce accurate work and identify potential issues proactively.
4. Time Management: Skilled in self-managing workloads and meeting deadlines in a fast-paced environment.
5. Collaboration: Strong interpersonal skills to work effectively with internal teams and external suppliers.
6. KPI Awareness: Familiarity with monitoring and contributing to performance metrics.
7. Problem-Solving: Analytical mindset to handle and resolve enquiries efficiently.
Qualifications & Experience
1. Previous experience in customer service, preferably in an eCommerce or digital marketplace environment.
2. Hands-on experience with Zendesk or similar ticketing platforms.
3. Strong written and verbal communication skills.
4. Knowledge of online marketplaces (e.g., Amazon, eBay) is advantageous.
5. Proficient with office tools such as MS Office.
Job Types: Full-time, Permanent
Pay: £25,000.00-£27,000.00 per year
Benefits:
1. Casual dress
2. Company pension
3. Employee discount
4. Free parking
5. On-site parking
6. Private medical insurance
Schedule:
1. Monday to Friday
2. No weekends
Ability to commute/relocate:
1. Abingdon OX14 1DY: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
1. Do you have any experience working within any of these platforms eBay, Amazon, OnBuy, ManoMano? Please detail experience that you have had.
Education:
1. A-Level or equivalent (preferred)
Experience:
1. Customer service: 1 year (preferred)
Licence/Certification:
1. Driving Licence (preferred)
Work Location: In person
#J-18808-Ljbffr