Merchant Support Administrator
Permanent
Up to £35,000 + Pension + BUPA +ShareSave+ 6.6 weeks holiday+ Hybrid Working
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Merchant Support Administrator and you’ll be a big part of this.
You will act as a link between B&Q and our business partners. Working alongside the Merchant Support Specialists, you will be responsible for providing timely and accurate operational support to Merchants selling on the B&Q platform via our Merchant Support team. Driven by the ambition to consistently deliver an outstanding experience to our business partners, you will be in the front line to respond to operational queries, utilising knowledge of B&Q and Marketplace operations to support Merchants in resolving issues and minimising their impact on Merchant performance. You will be comfortable with problem solving in and around operational issues, delivering great customer service to our Merchants.
Key Accountabilities / Responsibilities:
* Directly communicating with Sellers to unpick and resolve operational problems, utilising knowledge, expertise and internal relationships to ensure timely resolution or escalation and communicating promptly on progress.
* Represents the Marketplace as the Seller contact for Seller Support.
* Maintains a positive and professional demeanour when dealing with Merchants whilst always portraying the company in a positive light
* Learn how our business operates from the ground up, becoming an expert in areas of operation that touch Marketplace to build the knowledge and skills to support Seller queries
* Constitutes and updates internal operational/process documentation. Contribute to achieve the team’s Key Performance Indicators to deliver a great Seller experience.
Required Skills & Experience:
* Understanding of SaleForce to communicate with customers
* Effective troubleshooting skills, a great problem solver
* Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
* Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
* Self-motivated and eager to learn
* Responsiveness, adaptability and flexibility
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