Customer Service Representative (Ship It Appliances Ltd.)

Foreveryonegroup; Salford; On-site; GBP 23,400 - 28,600; Full time

Benefits offered by this job

Life Insurance Cover

Health & Wellness Support

EAP service

Community volunteering opportunities

Substantial staff discounts across all

Free on-site parking with EV charging

Job summary

Ship It Appliances Ltd. is seeking a confident Customer Service Representative to support customers across our eCommerce appliance channels. This office-based, full-time role offers a 37.5-hour week, a £26,000 annual salary, and benefits including life insurance and staff discounts.

You will handle calls, emails, tickets and live chat while maintaining high customer satisfaction. The ideal candidate has experience in eCommerce or marketplace support, strong communication skills, and can manage

Qualifications

• Experience in customer service, preferably in eCommerce, retail or marketplace support.
• Strong verbal communication with a professional telephone manner.
• Ability to handle high volumes of customer enquiries with accuracy and empathy.

Responsibilities

• Provide high-quality customer support across multiple channels, focusing on telephone plus email, tickets and live chat.
• Handle inbound and outbound customer calls professionally and calmly.
• Manage tickets and live chat conversations through eDesk.
• Respond to customer enquiries within agreed service levels.
• Process refunds for damaged or faulty items per guidelines.
• Support customers across UK marketplace channels, including Amazon and B&Q.
• Maintain efficient handling times with strong written and verbal communication.
• Work towards productivity targets, including processing ~18 tickets per hour where applicable.

Skills

Customer service

Phone support

Written communication

Ticketing systems

Multichannel support

eDesk familiarity

Tools

eDesk

Job description

Customer Service Representative (Ship It Appliances Ltd.)

M50 1RE

Full time

Permanent

Customer Service Representative – eCommerce Appliances Role Overview

We are seeking a confident and customer-focused Customer Service Representative to support customers across our eCommerce appliance channels. This role is suited to someone who enjoys working in a fast-paced customer service environment, can balance telephone and written communication effectively, and is committed to delivering a professional, helpful and consistent customer experience.

• Provide high-quality customer support across multiple channels, with a primary focus on telephone support and additional support via email, tickets and live chat
• Handle inbound and outbound customer calls in a professional, calm and helpful manner
• Manage customer service tickets and live chat conversations through eDesk
• Respond to customer enquiries accurately and within agreed service levels
• Process refunds for damaged or faulty items in line with company guidelines
• Support customers across multiple UK marketplace channels, including Amazon and B&Q
• Maintain efficient handling times while ensuring a high standard of written and verbal communication
• Work towards productivity targets, including processing approximately 18 tickets per hour where applicable
• Deliver a consistent, customer-first experience across all contact channels
  

About You

• Previous experience in a customer service role, ideally within eCommerce, retail, appliances or marketplace support
• Experience using customer service ticketing systems; eDesk experience would be advantageous but is by no means essential
• Strong verbal communication skills, with a professional telephone manner
• Confidence handling customer queries by phone, email, ticketing systems and live chat
• Ability to manage high volumes of customer enquiries with accuracy and attention to detail
• Good organisation, time management and problem-solving skills
• Ability to remain calm, empathetic and professional when handling challenging conversations
• A proactive, customer-first approach and a commitment to delivering a positive customer experience

Details

• 37.5 hour week, worked 9-5 Monday to Friday
• Office based, permanent, full time
• Reports to Head of Customer Service
• Annual Salary £26,000
• Overtime available in peak periods
• Free on-site parking with EV charging available
• 25 days Holiday + Bank Holidays
• 1 day additional day of annual leave per year of employment up to 28 days
• Training and development support from a dedicated People Team
• Life Insurance Cover
• Health & Wellness Support
• EAP service
• Community volunteering and charity fundraising opportunities
• Substantial staff discounts across all group brands

Customer Service Representative Key Responsibilities

• Provide high-quality customer support across multiple channels, with a primary focus on telephone support and additional support via email, tickets and live chat
• Handle inbound and outbound customer calls in a professional, calm and helpful manner
• Manage customer service tickets and live chat conversations through eDesk
• Respond to customer enquiries accurately and within agreed service levels
• Process refunds for damaged or faulty items in line with company guidelines
• Support customers across multiple UK marketplace channels, including Amazon and B&Q
• Maintain efficient handling times while ensuring a high standard of written and verbal communication
• Work towards productivity targets, including processing approximately 18 tickets per hour where applicable
• Deliver a consistent, customer-first experience across all contact channels
  

About You

• Previous experience in a customer service role, ideally within eCommerce, retail, appliances or marketplace support
• Experience using customer service ticketing systems; eDesk experience would be advantageous but is by no means essential
• Strong verbal communication skills, with a professional telephone manner
• Confidence handling customer queries by phone, email, ticketing systems and live chat
• Ability to manage high volumes of customer enquiries with accuracy and attention to detail
• Good organisation, time management and problem-solving skills
• Ability to remain calm, empathetic and professional when handling challenging conversations
• A proactive, customer-first approach and a commitment to delivering a positive customer experience

Details

• 37.5 hour week, worked 9-5 Monday to Friday
• Office based, permanent, full time
• Reports to Head of Customer Service
• Annual Salary £26,000
• Overtime available in peak periods
• Free on-site parking with EV charging available
• 25 days Holiday + Bank Holidays
• 1 day additional day of annual leave per year of employment up to 28 days
• Training and development support from a dedicated People Team
• Life Insurance Cover
• Health & Wellness Support
• EAP service
• Community volunteering and charity fundraising opportunities
• Substantial staff discounts across all group brands