Customer Service Agent
OnBuy
- United Kingdom
- £23,000-24,000 per year
- Permanent
- Full-time
- Dispute Resolution: Manage dispute tickets within Zendesk to resolve issues between buyers and sellers promptly and fairly.
- Communication: Communicate effectively and professionally with both buyers and sellers to gather necessary information and facilitate resolution.
- Investigation: Conduct thorough investigations into reported issues, gathering evidence and information from relevant parties to make informed decisions.
- Problem Solving: Employ critical thinking and problem-solving skills to identify root causes of disputes and implement effective solutions.
- Policy Adherence: Ensure adherence to company policies and guidelines while resolving disputes, maintaining consistency and fairness in decision-making.
- Documentation: Maintain accurate records of dispute cases, documenting all interactions, decisions, and resolutions within Zendesk.
- Feedback Loop: Provide feedback to the relevant teams regarding recurring issues or areas for improvement in our platform or processes.
- Customer Advocacy: Advocate for the best interests of both buyers and sellers, striving to achieve mutually beneficial resolutions whenever possible.
- Conflict Management: Handle escalated disputes with professionalism and diplomacy, de-escalating tensions and finding constructive resolutions.
- Collaboration: Collaborate with other teams, including Customer Support, Sales, and Product, to address underlying issues contributing to disputes and implement preventative measures