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Amazon Customer Experience Assistant

Location: Wrexham

Full / Part time: Full Time

Pay / Salary: Competitive

Permanent / Temporary: Permanent

A bit about Net World Sports

Join Net World Sports on our mission to become the world’s leading sports equipment retailer. Nothing excites us more than finding hungry, talented individuals and unleashing them in a team capable of achieving incredible things. 2017 saw us evolve at a sensational rate, as our personnel doubled, our warehouse space triple, and our global sales multiplied. This explosive growth has already been recognised by the Sunday Times Fast Track 100 as Wales’ 2nd fastest growing privately owned business (45th in the UK), but we’re not stopping there!

Position Overview

We’re seeking someone with customer service experience to work in-house on everything Amazon related. We need the very best staff to keep these platforms working to our high standards.

From customer reviews to account health, you’ll be responsible for every aspect of our customers’ experience. You’ll assist our customers via phone and email to communicate effective solutions in a timely manner, resulting in the generation of product reviews and seller feedback whilst maintaining our strong account health.

You will be able to multitask efficiently, working with a sense of urgency to prioritise specific tasks and problem solve when needed. In addition to this, you’ll be a well-organised self-starter with the ability to work effectively in a team environment. Clear and concise communication is absolutely crucial to this role.

The role will entail the following:

  • Dealing with customers
  • Prioritise tasks, demonstrating a sense of urgency and commitment when responding to customer needs
  • Follow up with customers to ensure they are satisfied with our products and services
  • Resolve customer conflicts quickly, ensuring appropriate expectations are set with the customer
  • Confidently make real time decisions, thinking on the spot and initiating action.
  • Booking and monitoring orders, ensuring issues are dealt with in a speedy timeframe
  • Reaching out to existing customers to gain product and service feedback, passing feedback on to relevant departments

Communication skills

  • Confidently resolve customer issues to a satisfactory level, negotiating the best possible outcome for all.
  • Clearly understand and respond appropriately to the issue presented by the customer
  • Generate clear, concise and grammatically correct emails to both external customers and internal colleagues
  • Exude energy and interest to establish a rapport with customers, building long-term relationships.

What you'll need to show us

Computer skills

  • Confident with navigating quickly around the internet, using multiple browsers and tabs
  • Proficient in Windows operating systems such as Microsoft Outlook and Excel

Preferred skills/experience

  • Recent customer service experience, dealing with refunds and negotiating resolutions
  • Experienced with using Amazon platform and online shopping – whether it be from a business or personal perspective.
  • Fluent in English with strong grammatical and spelling ability
  • Enthusiastic and positive attitude – you’ll thrive on a challenge.
  • Experience with Microsoft NAV and CRM is desirable, but not essential as full training will be given.

Additional Details

9.00am – 5.30pm, Monday to Friday.

Please note you may be required to work earlier or later shifts to meet our customer needs. Occasional Saturday and Sunday shifts may be needed in the event of busy periods.