Job Title: Online Customer Service Agent
Location: Remote (UK-based)
About Us:
At Prepkitchen, we are passionate about providing high-quality, convenient meal prep solutions to customers across the UK. We believe in making healthy eating easier and more accessible, and we're looking for a dedicated and personable Online Customer Service Agent to join our growing team.
Job Overview:
As an Online Customer Service Agent at Prepkitchen, you will be the face and voice of our company, providing exceptional customer support across various digital channels. You’ll respond to customer inquiries, resolve issues, and help maintain a positive, customer-centric experience that reflects our brand values. We are looking for someone with an excellent phone manner, strong IT skills, and superb literacy to ensure effective communication.
Key Responsibilities:
- **Customer Support**: Respond to customer inquiries via phone, email, and live chat, ensuring prompt and accurate resolutions.
- **Product Guidance**: Assist customers in choosing meal plans that suit their dietary preferences and goals.
- **Issue Resolution**: Handle complaints and issues with empathy and professionalism, finding solutions in a timely manner.
- **Order Management**: Help customers track orders, process returns or cancellations, and handle payment or shipping inquiries.
- **Technical Support**: Provide basic troubleshooting for our online platform, assisting customers with website navigation, account management, and order processes.
- **Customer Relationship Management (CRM)**: Record customer interactions accurately, ensuring all cases are logged and followed up within service level agreements (SLAs).
- **Feedback Collection**: Gather and report customer feedback to assist in improving service, product offerings, and the overall customer experience.
- **Administrative Support**: Assist with updating product information, processing customer data, and other clerical tasks as needed.
Essential Skills & Qualifications:
- **Excellent Phone Manner**: You should be comfortable and professional when speaking to customers, with a clear, friendly, and empathetic communication style.
- **Strong IT Skills**: Familiarity with common office software (Microsoft Office, Google Workspace), customer service platforms (Zendesk, Freshdesk, etc.), and basic troubleshooting techniques for online platforms.
- **Outstanding Literacy**: Ability to communicate effectively in writing with attention to detail, grammar, and spelling. You will often need to draft clear, concise responses to customer queries.
- **Problem-Solving Ability**: Ability to handle unexpected situations and resolve issues efficiently, ensuring the customer feels heard and valued.
- **Organisational Skills**: You will need to manage multiple inquiries simultaneously while keeping track of various ongoing cases.
- **Team Player**: Ability to work collaboratively with other team members, including logistics, IT, and management, to ensure smooth service delivery.
Desirable:
- Previous experience in customer service or a similar role, preferably in an online or e-commerce environment.
- Experience with customer service software and CRMs.
- Knowledge of meal prep or the food delivery industry (a plus, but not essential).
Why Join Prepkitchen?
- **Flexible Working**: Work remotely from the comfort of your home.
- **Career Development**: Opportunities for growth and development within the company.
- **Supportive Team**: Join a fun, collaborative, and supportive team committed to delivering top-notch customer service.
If you have a passion for helping others, a fantastic phone manner, and the technical skills to provide top-quality service, we’d love to hear from you!
How to Apply:
Please submit your CV and a cover letter outlining your relevant experience and why you would be a great fit for this role. Include details of your phone-based customer service experience and your proficiency with IT and digital communication tools.
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*Prepkitchen is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.*
Job Types: Full-time, Part-time
Pay: From £12.10 per hour
Benefits:
- Casual dress
- Company pension
- Discounted or free food
- Employee discount
- Referral programme
- Work from home
Schedule:
- Day shift
- Weekend availability
Experience:
- Online Customer Service: 2 years (required)
Work Location: Remote
Reference ID: Customer Service Agent
