Product Features
Blog
Contact Us
Sign In
ShopKeep
,
Belfast, Antrim
Customer Care Associate
Overview
Job Description
About Us Born out of frustration with the traditional cash register business, ShopKeep was designed by a retailer with a noble aim: to rescue independent business owners from the nightmare of archaic point of sale systems, and replace it with something beautiful, simple and affordable. It turned out that by doing this, we were giving our fellow merchants a fighting chance against the big guys. So we kept doing it. Today, our mission is simple: Empower independent business owners to dream big and fight smart. We're doing this by disrupting the industry through our cloud-based architecture, amazing customer care and intuitive software that delivers the data small business owners need to run a smarter business. At ShopKeep, we've been successful because of our awesome team that believes small businesses make up the heart of our communities. About The Role If you join our growing Customer Care team in Belfast, we will help you delight our merchants (customers) by giving you the training, coaching and tools needed to offer excellent customer service. Being a great communicator both written and verbally will make you successful in this role, as you will resolve contacts via phone, email and chat. Shifts: We offer a range of shifts which include a weekend rotation to support our US customer base, so you must be able to work weekends when required. The shifts on offer are: 1:30pm to 10:30pm or 4:30pm to 1:30am. Both shifts include a paid 45 minute lunch and two tea breaks. Location : Our office is located in Belfast city centre - All colleagues are currently working remotely. What you will do * Provide effective and comprehensive solutions to questions from our merchants in a timely manner. * Educate our merchants on the features and benefits of their product. * Provide Technical support for a range of products within our portfolio. * Demonstrate your positive attitude and can-do approach to maintain our reputation for delivering excellent customer satisfaction. * Take responsibility for meeting our clear but achievable customer satisfaction metrics. * You will ask merchants to consider upgrading their service package with us and be rewarded for each upgrade you achieve! * Build rapport and strong relationships with all members on our team - up, down, sideways, inside, and outside of ShopKeep. * Identify relevant support documentation that could be sent to our merchants to encourage self-service support. The ideal candidates will: * Love speaking to customers and helping them with any problems they have. * Understand the importance of staying level headed when faced with different scenarios. * Have the ability to clearly explain technical concepts to people with limited computer skills. * Be able to empathise with users and quickly grasp the issues they're facing. * Have excellent problem-solving skills and patience. * Have the ability to work in a fast-paced environment whilst managing several projects and customers. * Be comfortable with offering account upgrades across our contact channels. Essential requirements * 6 months experience in customer service * GCSE English and Maths C or above * Professional level written and verbal communication skills Nice to haves (not essential): * Retail experience using a Point Of Sale system * Understanding of Apple products Benefits We provide the essentials... * Private Health Insurance (including Dental and Vision Benefits) * Life and Income Protection Insurance * Flexible Paid Time Off * Pension Scheme ...and the fun-damentals: * Engagement activities * Weekly yoga available for the early birds * Pool table in the office * Stocked snack shelf and soft drinks in the office ShopKeep is an Equal Opportunity Employer We are an Equal Opportunities Employer. We do not discriminate on grounds of religious belief or political opinion. We practice equality of opportunity in employment and select the best person for the job. To demonstrate our commitment to equality of opportunity in employment we need to monitor the community background of our applicants and employees, as required by the Fair Employment and Treatment (NI) Order 1998. You are not obliged to answer the questions on this form and you will not suffer any penalty if you choose not to do so. Any information that you provide will remain confidential and will only be used for monitoring and reporting purposes.