Customer Service Agent

PERGOLUX; Little Milton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic and rapidly growing e-commerce company in the Home & Garden sector, dedicated to delivering exceptional customer service. As part of a high-performance team, you'll engage with customers, manage orders, and contribute to continuous improvement initiatives. This role offers a unique opportunity to work collaboratively with global teams, enjoy a hybrid working model, and benefit from a comprehensive vacation policy. If you're passionate about outdoor living products and thrive in a supportive environment, this position is perfect for you.

Benefits

Comprehensive Vacation Policy

Hybrid Working

Team Events

Free Snacks and Drinks

Professional Development

International Collaboration

Qualifications

• Minimum 2 years of customer support experience with a strong track record.
• Exceptional self-organization and commitment to continuous learning.

Responsibilities

• Serve as the initial point of contact for customer inquiries.
• Manage orders and ensure smooth operations in the e-commerce system.

Skills

Fluency in English (C1)

Customer Support Experience

Strong Communication Skills

Teamwork Abilities

Time Management Skills

IT Skills

Job description

PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 15 countries in Europe, Australia, North America and South America.

If you have a passion for outdoor living products and a desire to work in a high-performance team with amazing colleagues - you've come to the right place!

Tasks

• Customer First Support Line: Serve as the initial point of contact, delivering superior customer experience via phone, email, and (video) chat.


• Customer Support & Troubleshooting: Provide expert guidance on product-related topics (installation, usage, maintenance) and services (delivery, warranty) and handle complaints, offering appropriate solutions and follow-ups to ensure resolution.


• Coordination: Communicate with transport service providers to ensure seamless delivery processes.


• Order Processing: Manage orders, returns, and complaints efficiently in our e-commerce system.


• System Monitoring: Ensure smooth operations by regularly checking system processes and payment options to deliver a flawless online store experience.


• Reporting: Keep records of core performance metrics, including NPS, CSAT, and other customer KPIs, to drive improvement initiatives.


• Continuous Improvement: Proactively identify and implement process improvements for optimized service delivery and data maintenance.


• Community Management (Social Media): Engage with followers and respond to comments and messages

Requirements

• Fluency in English (C1) for seamless communication in a global environment.


• Proven experience in customer support (minimum 2 years), demonstrating a strong track record of success.


• A passion for delivering exceptional customer service and exceeding customer expectations.


• Strong communication and teamwork abilities to foster a supportive and collaborative team environment.


• Exceptional self-organization and time management skills to stay ahead of goals.


• A commitment to continuous learning, self-improvement, and process optimization.


• Solid IT skills and adaptability to new systems and tools.

Benefits

• International Collaboration: Work closely with global cross-functional teams, including sales, customer service, marketing, and product teams.


• Professional Development: Our company values continuous learning and development. You can expect support and resources to enhance your skills.


• Significant Impact: Your work will directly contribute to our brand's growth and visibility, making a tangible difference in our market presence and customers satisfaction.


• Dynamic Team: amazing colleagues who value and help each other grow!


• Comprehensive Vacation Policy: Start with 27 vacation days (excluding public bank holidays), with an additional day for each year of service, up to 30 vacation days.


• Hybrid Working: 80% on-site / 20% remote


• Team Events: Participate in regular team events that foster connection and fun.


• Free Snacks and Drinks: Stay energized with complimentary snacks and drinks available in the office.

We look forward to receiving your application and resume!

For more exciting insights into the PERGOLUX culture visit our Linkedin or Instagram page!

www.linkedin.com/company/pergolux

www.instagram.com/pergolux\_career