Customer Service Representative

FOCO; St Albans; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading sports merchandise company located in St Albans, UK is seeking an Onsite Customer Service Representative who is a passionate sports fan. This role involves providing exceptional customer support, resolving inquiries, and maintaining brand values. Candidates should have at least 2 years of customer service experience, be proficient with Zendesk and Shopify, and possess strong communication skills. The company offers a competitive salary, employee discounts, and a supportive team culture that values collaboration.

Benefits

Competitive salary and benefits package

Opportunity in a sports-focused environment

Career growth and development opportunities

Employee discounts on products

Qualifications

• 2+ years of customer service experience.
• Experience with Zendesk and Shopify is REQUIRED.
• Ability to work in a fast-paced environment.
• Must be able to pass a background check.

Responsibilities

• Assist customers with inquiries via chat, email, and phone.
• Handle customer complaints with empathy.
• Maintain a strong understanding of product line.
• Process orders, returns, and exchanges in a timely manner.
• Gather customer feedback for service improvement.
• Work closely with sales and logistics departments.
• Promote a positive and professional image of the brand.

Skills

Customer service experience

Zendesk

Shopify

Fluency in English

Strong communication skills

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

This is an On-Site role in our St Albans, UK location.

About Us:

Team Beans/Forever Collectibles, LLC (FOCO) is a worldwide leading manufacturer of sports and entertainment merchandise, including products ranging from collectibles and novelty items to promotional memorabilia. With all the major sports licenses at our fingertips, along with a powerful infrastructure and broad variety of products, our company is reaching new heights every day. The success of FOCO’s expansion is directly related to our ability to bring fresh designs and manufacturing techniques to categories in need of innovation. We are constantly searching for dedicated and driven professionals to join and help grow our team!

Job Summary:

We are seeking an passionate sports fan and motivated Onsite Customer Service Representative to join the FOCO team and provide an unforgettable experience for all our customers. In this role, you will provide outstanding support to fans around the world, ensuring their inquiries and issues are resolved promptly and effectively. Your ability to connect with customers and represent our brand values will play a crucial role in maintaining our reputation for excellence.

Key Responsibilities:

• Customer Support: Assist customers with inquiries via chat, email, and phone, addressing questions about products, orders, and policies via Zendesk and ensure tickets are answered on-time and with excellent customer service.
• Problem Resolution: Handle customer complaints and issues with empathy, working to resolve them swiftly and efficiently to ensure customer satisfaction.
• Product Knowledge: Maintain a strong understanding of our product line to provide accurate information and recommendations to customers.
• Order Management: Process orders, returns, and exchanges in a timely manner, ensuring all transactions are accurately recorded and communicated to the customer.
• Feedback Collection: Gather customer feedback to help improve our services and product offerings and communicate insights to the management team.
• Team Collaboration: Work closely with other departments, such as sales and logistics, to ensure a seamless customer experience.
• Brand Representation: Uphold the company’s values and mission in every customer interaction, promoting a positive and professional image of the brand.

Qualifications:

• 2+ years of customer service experience
• Experience with Zendesk and Shopify is REQUIRED.
• High school diploma or equivalent
• Fluency in English
• Strong communication skills, both verbal and written.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficient in using customer service software and Microsoft Office Suite.
• Passion for sports and a good understanding of our product offerings is a plus.
• Must be able to pass a background check.
• Flexibility to work various shifts, including weekends and holidays.
• Show up for work!
• Come on time and be committed to be your best.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work in a vibrant, sports-focused environment.
• Climate Controlled office setting.
• Career growth and development opportunities.
• Employee discounts on our products.
• A supportive team culture that values collaboration and innovation.

Tryouts are open at FOCO! Our team is passionate, talented, unified, and charged with creating the fan experience of tomorrow. The ball is in your court now.