Customer Service Agent - Night Shift
Send My Bag, United Kingdom
Job Description
Send My Bag is a personal effects shipping specialist, delivering luggage, boxes and other items worldwide every day, while always providing the highest level of customer service.
We are looking for someone who can take our ethos onboard and bring something special to the team, helping us to drive our global reputation and to grow as a business.
A typical night will require the successful candidate to speak with our customers and courier partners via phone, respond to emails within SLA and handle live chat enquiries. As the new team member progresses within the business they will be given additional tasks and training.
As a technology-based business, our customer service team consists of less than 40 colleagues, we are not a large call centre. We are a business where you will help and support our customers globally, whilst knowing everyone you work with.
This position is permanent, full time and based in our Bangor (Northern Ireland) office. Starting salary of 19,800.
Our internal progression program 'Send My Bag - Levels' is designed to encourage you to build your knowledge and become an invaluable asset to the team. Our aim is for you to achieve Level 3 by the end of year three. Each Level comes with salary progression, with Level 3 achieving 24,200.
Requirements
We are ideally looking for candidates with previous experience working throughout the night, however, if a candidate believes they would be a good fit for the role and applies, they must have an explanation to support this.
Successful candidates should be able to demonstrate the following:
- They are friendly amp; engaging, yet competent and professional.
- The ability to construct well-written emails and live chat responses in good time.
- An excellent telephone manner that allows them to speak clearly with international customers and couriers by phone.
- The ability to think on their feet and remain calm under pressure (this is not a script reading role, problem solving will be necessary).
GCSE Maths amp; English grades A - C is a minimum requirement, while A-levels grades A - C or an undergraduate degree is preferred.
Experience with PCs on a day-to-day basis is required, successful candidates will be working with our in-house software to manage active orders on the service. Training will be provided; however, it is important that candidates have previous experience in this area and their application should reflect this.
As part of the interview process candidates may undertake several short tests including, typing, spelling amp; grammar.
Equality Statement: We are an equal opportunities employer and welcome applications from all suitably qualified persons. Should you be invited for interview, if you require any reasonable adjustments please let us know at that time.
Benefits
Send My Bag is an exciting and growing company, across the last 5 years customer service agents have progressed into management, along with joining our marketing and ops teams. While austerity and public sector pay freezes saw many peoples' wages stand still, the average SMB customer service team member who started 5 years ago now earns over 50% more than when they joined.
In previous years, our team has enjoyed many good nights out at VIP suites in the SSE Arena for shows such as Michael McIntyre, Kevin Bridges, and Colin Geddis.