Customer Service Specialist

Full Time Permanent

UK Job Network

Reporting into the Operations Team Leader, we are looking for a service-centric Operations Specialist to liaise with internal and external stakeholders on a daily basis and provide high level customer service via email, intercom, and over the phone. As Operation Specialist you will act as frontline support for our ever-growing partner base across Western Europe.

The position is an office based role with our London office being the typical place of work. Working from home is possible if the business demands. You will also work directly with the wider UK team to drive the right behaviours through strong communication skills and becoming a brand ambassador of the Quandoo Core Values.

We are looking for a person who has strong customer focus. A background/understanding in digital marketing is essential as we grow our business.

Manage the earliest aspect of the onboarding of new merchants in line with the Quandoo UK’s SLA from initial call, to Q-school handover

Delivering a best-in-class service by responding to, and resolving customer issues from both inbound and outbound mediums

Manage and deliver on your monthly targets by closing open cases and completing intercom tasks

To be confident in your ability to converse with potential partner restaurants, chains and hotels

Achieve a minimum level of calls/widget calls per week as set out by your Line Manager

Prioritise and process partner requests submitted by telephone, email, or live chat

Investigate and resolve customer complaints quickly and patiently, while maintaining professionalism

To train new partners effectively while building rapport with them

Build and maintain strong, long-lasting stakeholder relationships with our merchant base

Effectively communicate Quandoo’s value proposition through proposals and presentations to stakeholders

Periodic reporting on your cases to your Line Manager

Manage individual websites from creation to upload functions with support from the wider team and 3rd parties

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