About the role

A Customer Service agent is accountable for all inbound customer queries ranging from questions about products and services to post sales, and product and logistical issues. A high level of emotional intelligence to understand and empathise with customers is essential, as well as demonstrating accountability to give customers confidence that you will own and resolve their issues promptly.

Key duties and responsibilities are:

• Be accountable for post-sales inquiries, including incorrect products supplied, shipping discrepancies, damaged goods, and product returns
• Process Returns and liaise with procurement to ensure timely resolution of product-related issues
• Handle customer inquiries related to delivery times, shipping delays, order tracking, and other logistical concerns
• Be accountable for incoming technical queries about products purchased
• Be a point of contact for incoming sales product queries
• Investigate and resolve issues promptly and efficiently, updating customers and internal teams as needed.
• Maintain accurate records of all customer communications and queries in the CRM system (salesforce)
• Ensure clear and effective communication with customers ensuring they understand
• Build and maintain strong relationships with customers to promote repeat business and customer satisfaction
• Collaborate with sales, warehousing, and procurement to ensure all customer requirements are met and post-sales issues do not impact future sales opportunities
• Manage complaints and escalations to resolution and feed into where customer journeys and workflows can be improved.

Who are Jigsaw24

We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.

We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success.