<p><strong>Customer Service Agent, Jollyes Pets, based Waltham Abbey (Hybrid role). Salary £24-26 k p.a. + many benefits.</strong> An exciting time to join an award-winning business with a reputation for outstanding service, as we expand our customer service team who are right at the heart of our mission – to keep our customer and their pets, happy!</p><p><br><strong>The Benefits</strong><br><br>At Jollyes, we’re as passionate about our people as we are about our pets! We think our tail-wagging benefits package reflects our appreciation for all that our colleagues do and provides support where it’s needed most.</p><ul><li>Competitive salary of £24-26k p.a. (depending on experience)</li><li><strong>iTrent financial wellbeing package</strong>, powered by Wagestream, enabling access to earnings before pay day plus lots more discounts and savings benefits.</li><li><strong>Retail Trust membership</strong> – counselling, wellbeing and financial support for the retail industry</li><li><strong>Colleague ‘Treats’ </strong>– numerous discounts on up to 800 high street retailers and online service providers from groceries to holidays and cinema trips</li><li><strong>Colleague ‘We Care’ wellbeing &amp; medical support services</strong> – online GP, mental health support, get fit programme and much more (including ‘Tooth Fairy’ dentist on demand).</li><li><strong>30% off Jollyes branded products</strong> (and 20% off other brands in store for your pet’s needs!) with discounts for our groomers and pet clinics too.</li><li><strong>Workplace pension scheme</strong> provided by Legal &amp; General (contributions EE 3%, ER 5%)</li><li><strong>Additional paid leave</strong> for your wedding, new pet coming home and your birthday off!</li><li>Buy/Sell holiday scheme – can purchase or sell up to 5 days&nbsp;</li><li><strong>Cycle2Work scheme</strong> – up to 47% off a new bike &amp; accessories via Halfords</li><li>Discounted membership for David Lloyd Clubs - access to gym, pool, spa, classes, racquet sports, kids clubs and more&nbsp;</li></ul><p>This is a full time, hybrid role involving a minimum of 3 x office days per week at our pet-friendly support office in Waltham Abbey (Essex) and up to 2 x days per week from home (or other Jollyes location as preferred). 37.5 hours per week.</p><p><br><strong>The Role – Customer Service Agent &nbsp;</strong><br><br>This role sits within our Customer Services team, the digital face and voice of our brand, supporting our e-commerce team and store network. We’re a fast paced, pet-focused retailer with a reputation for outstanding service (4.8 on Trustpilot from over 95k reviews) which we’re keen to maintain and build on. Dealing with inbound customer queries across a variety of platforms (website, email, phone, social media live chat etc.), ensuring our customers get the service Jollyes has built its reputation on. &nbsp;</p><p>Success measures will include satisfactory outcomes to tickets based on customer feedback, query handling time from opening to closing a ticket, ticket volumes closed.</p><p>A full job description is available on request, but to summarise your key responsibilities:</p><ul><li>Ensure timely and professional responses to customer queries, aiming for customer happiness.</li><li>Handle difficult customer queries, providing effective solutions and ensuring customer retention.</li><li>Utilize our internal software Zoho Desk and other systems for efficient ticket management and resolution tracking.</li><li>Collaborate with internal teams to resolve customer issues and improve overall customer experience.</li><li>Build strong relationships with internal teams and stakeholders to ensure accurate and timely response to tickets.</li><li>Monitor and report on key performance indicators (KPIs) such as response times and customer satisfaction ratings.</li><li>Continuously improve customer service processes, identifying areas for optimization and implementing relevant solutions.</li></ul><p><br><strong>The Skills – Customer Service Agent</strong></p><p>To be successful in this role, you’ll need the following skills, experience and qualities:</p><ul><li>Previous experience working in a similar customer service team help desk type operation.</li><li>Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders, upholding our brand and reputation for excellence.</li><li>High attention to detail – spelling, grammar and written communications must represent the brand positively, and support our commitment to delivering high-quality customer service.</li><li>Strong multitasking and problem-solving abilities to handle multiple queries and positively resolve customer issues.</li><li>Proven ability to work well under pressure and handle difficult customer situations.</li><li>Adaptability and flexibility to work in a fast-paced, ever-evolving environment.</li><li>Strong collaboration skills to work effectively with different teams and departments.</li><li>Ability to build relationships and work effectively with key stakeholders.</li><li>Willingness to learn and adapt to internal software and processes specific to the company.</li><li>Share our values of being: Wise, Focused, Genuine, Eager, Together</li></ul><p><strong>&nbsp;</strong></p><p><strong>About Jollyes Pets</strong></p><p>Jollyes are an award-winning UK pet retailer with over 100 stores and over 50 years of pet expertise between our paws. Winners of the Retail Week award for ‘Best Retailer 2024’ (under £250m t/o), and listed in the Sunday Times ‘Best Places to Work’ you really can be sure you’re joining a great brand and employer, trusted by our customers and our colleagues. Accredited by 'Rest Less' as an age-inclusive employer we welcome applications of all ages (16+), and with our accreditation to the Pet Sustainability Coalition, we're friendly to pets people and the planet too!<br>&nbsp;</p><p><strong><em>To Apply:</em></strong></p><p>If you’re looking for a career with a company who will truly value you and recognize your contribution with some fantastic rewards and benefits, where you can really make a difference, click to apply today!</p><p><strong><em>Respectfully no agencies please</em></strong></p>