Customer Service Operations Agent

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. We are looking for someone to join us in Customer Service Operations on a temporary basis with the potential to be permanent in the future. You will be responsible for resolving Client, End Customer and Courier queries, and ensuring that our customers receive the highest level of support. You will be accountable for key metrics such as customer satisfaction, response time and resolution rate. You will also support with setting up processes and protocols, and implementing best practices for delivering exceptional customer support.

Working in Customer Service Operations at Relay you can expect to …

• Support with developing and implement customer support policies and procedures, ensuring consistency across all channels
• Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution
• Provide customer support by responding directly and honestly to our customers and clients in a timely and accurate way to help resolve their queries
• Complete thorough investigations to ensure you are providing customers with the most accurate and up to date information
• Handle complaints - ensuring that you fully investigate the concerns while liaising with all relevant departments and escalating to appropriate stakeholders
• Identify trends and recommend process improvements to optimise team performance and improve customer satisfaction
• Stay up-to-date with industry trends, best practices, and customer support tools

Requirements

You might be a great fit for this role if…

• You have customer support experience, and there is truly no job in CS you would not be excited to take on – and some outside of CS as well. From implementing new processes and protocols, to completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them
• You value and practise clear communication, active listening, and intentional collaboration with a high attention to detail
• You have deep empathy for the humans for whom you work with, our clients, our end customers, operational team members, customers, partners, couriers and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work
• You are a team player with a great work ethic and a customer-centric mindset
• You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team

We are looking for candidates who…

• 1-2 years of experience in customer support/customer service
• Familiarity with customer support tools and technologies - ideally Zendesk
• Excellent communication and interpersonal skills
• Strong problem-solving skills
• Ability to develop and implement customer support policies and procedures to drive excellence

Benefits

This role will be remote, however there may be a need to come into the office in central London as required.

This role would be up to 40 hours per week across Monday to Sunday (hours to be agreed in advance - week prior). The hourly rate would be £13.50.