Web Support Assistant - Poole, United Kingdom - Osprey Europe Ltd.

Osprey Europe Ltd.

Verified Company

Poole, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We have an immediate opening for our Osprey Europe Headquarters in Poole, Dorset, UK for a:

Web Support Assistant

Look around your home, and you'll find us everywhere:
In your kitchen, living room, bedroom, bathroom, garage and outdoors. We are already making your everyday lives better.

How are we achieving this? We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion.

And whether you are just starting your career or in need of a new challenge, we recognize, develop, and empower talent

Helen of Troy (

NASDAQ:
HELE) is a global designer, developer, and worldwide marketer of well recognized and widely trusted brands via 3 business segments
:Health & Wellnessthat include brands such as Braun, Vicks, or Honeywell;
Home & Outdoor with the OXO family of brands, Hydro Flask or Osprey; and
Beautywith Hot Tools or Revlon for example.

About the role

Reporting to the Web Support Supervisor, this role's primary purpose is to deliver outstanding customer service to consumers and to periodically review the 'sale-to-delivery' process to ensure it is optimized.

The Web Support Assistant will also assist the department in ensuring that every customer experience is memorable and class-leading, by reviewing processes and improving the delivery of Customer Service-related content.

What you'll do in the role

Field & handle all incoming calls via the dedicated website number
Field & handle all Chats and Tickets via the website Live Chat platform
Liaise with Warehouse to support dispatch process
Manage the returns process (including creating sage returns, logging on calloff log and refunding the customer)
Liaise with the Finance team to check that systems match in terms of 'banked' money plus reconciling returns
Liaise with couriers & customers regarding delivery issues as required.
Identify repeat enquiry types and work with the Web Team to encourage selfhelp on website by introducing new FAQs and other process changes.
Keep website search terms up to date.
Manage website reviews, setting these live and responding to customer queries
Take responsibility for the department in respect of:
Making sure all orders are processed and dispatched on time by the warehouse.
That the order process within Magento is optimised
That the returns form is 'current' and the returns process is optimised
Liaising with the web and legal teams to lead the improvement of the FAQ section of the website.
Challenge existing processes and introduce new procedures to maximise efficiency

What will help you do the job well

Essential:

Fluent in English (spoken and written)
Experience in Customer Service
Ideally will have at least 2+ years in a Customer Service setting
Excellent MS Office knowledge (Excel, Word)

Nice to have:

Experience with Sage/Magento or other CRM systems
Experience of working in the Outdoor/Sports industry

About you

About us
Many of our products rank as #1 brand in their category
- we are proud to be market leaders. Behind all these achievements stand exceptionally talented and passionate associates. We are a dynamic mid-size multinational company that offers challenges and opportunities equal to your talents and abilities. Our 15+ locations elicit unique team cultures; our powerful brands are marketed in approximately 75 countries.

What do we offer?

Competitive compensation package depending on experience and skills
Flexible work policy with regards to working hours and work from home
Modern office with collaborative workspaces
Employee assistance counselling line
Employee discounts on all our EMEA products
Lunch and Learns, a super motivated Learning & Development team delivering hard and soft skills training to challenge yourself and access to Precipio's learning platform, where you can choose over thousands of courses to satisfy your hunger for knowledge.
Company closure between Christmas and New Year's
Employee Stock Purchase Plan
The chance to work in an international, diverse, and inclusive environment

Please refer to our applicant privacy notice on the Osprey Europe website.

Benefits: