Customer Service Operations Associate
Customer Service Operations Associate
Relay is a warehouse-to-doorstep delivery network purpose-built to scale to the demands of e-commerce. We help the most important retailers in the UK (and one day, the world) to deliver faster, more affordably, and more sustainably than existing solutions.
We are looking for someone to join us in Customer Service Operations on a temporary basis with the potential to be permanent in the future. You will be responsible for resolving Client, End Customer and Courier queries, and ensuring that our customers receive the highest level of support. You will be accountable for key metrics such as customer satisfaction, response time and resolution rate. You will also support with setting up processes and protocols, and implementing best practices for delivering exceptional customer support.
Support with developing and implement customer support policies and procedures, ensuring consistency across all channels
Support with developing and implement customer support policies and procedures, ensuring consistency across all channels
Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution
Provide customer support by responding directly and honestly to our customers and clients in a timely and accurate way to help resolve their queries
Complete thorough investigations to ensure you are providing customers with the most accurate and up to date information
Handle complaints - ensuring that you fully investigate the concerns while liaising with all relevant departments and escalating to appropriate stakeholders
Identify trends and recommend process improvements to optimise team performance and improve customer satisfaction
Stay up-to-date with industry trends, best practices, and customer support tools
You might be a great fit for this role if…
You have customer support experience, and there is truly no job in CS you would not be excited to take on – and some outside of CS as well. From implementing new processes and protocols, to completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them
You value and practise clear communication, active listening, and intentional collaboration with a high attention to detail
You have deep empathy for the humans for whom you work with, our clients, our end customers, operational team members, customers, partners, couriers and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work
You are a team player with a great work ethic and a customer-centric mindset
You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team
We are looking for candidates who…
1-2 years of experience in customer support/customer service
Familiarity with customer support tools and technologies - ideally Zendesk
Excellent communication and interpersonal skills
Strong problem-solving skills
Ability to develop and implement customer support policies and procedures to drive excellence
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