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- Tasks: Support Veeqo customers via phone, email, and chat, solving issues and providing exceptional service.
- Company: Veeqo is a fast-growing e-commerce shipping software acquired by Amazon, focused on simplifying seller operations.
- Benefits: Enjoy a five-day work week with weekends off, plus opportunities for training and development.
- Why this job: Join a dynamic team that values customer obsession and offers a collaborative work environment.
- Qualifications: Strong communication skills, previous customer service experience, and proficiency in MS Office are essential.
- Other info: Engage in regular team huddles and contribute to process improvements while handling customer inquiries.
The predicted salary is between 30000 - 42000 £ per year.
Veeqo is a multi-channel shipping software built to simplify fast-growth e-commerce. Acquired by Amazon in 2021, Veeqo helps sellers cut shipping costs while increasing the speed of fulfilling customer orders. Selected candidate(s) as Seller Support Associates will serve as the first-line support partners to act as the primary interface for our Veeqo customers, providing phone, email and live chat support.
Our team in Swansea will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
The Sr. First Line Support Agent demonstrates end-to-end ownership of every seller interaction and handles proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction.
The successful candidate will work a five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days.
Key job responsibilities
As part of your role, you will have the opportunity to:
Support Veeqo\’s Selling Partner’s to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.
Identify customers’ needs, clarify information, research every issue and providing solutions.
Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
Build sustainable relationships and engaging customers by going the extra mile.
Oversee and achieve various productivity and quality targets and metrics.
Collaborate with various internal stakeholders and teams.
Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
Attend and conduct regular training sessions, learn product details and key selling points of products and technologies.
Any other duties and special projects as directed by management in keeping with the employee’s skills and experience
A day in the life
Each day begins with a team huddle 30 minutes into the shift, creating a collaborative space where team members share updates, seek peer support on complex cases, and receive important announcements from management. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development – ensuring both immediate customer support and long-term service improvements.
BASIC QUALIFICATIONS
– Advanced proficiency in local language in both written and verbal communication
– Previous experience in a customer service environment
– Relevant experience working with data analytics and using these metrics to identify problems
– Excellent listening skills; able to demonstrate empathy and willingness to help
– Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand
– Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
PREFERRED QUALIFICATIONS
– Business acumen in areas of e-commerce and retail is advantageous
– 2 or more years experience within a customer service/contact centre environment would be an advantage
– Ability to work against and deliver performance in metric driven environment with high productivity and quality standards
Customer Support Sr., Veeqo employer: Project Kite - UK Parent
Contact Detail:
Project Kite - UK Parent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Sr., Veeqo
✨Tip Number 1
Familiarise yourself with Veeqo's platform and its features. Understanding the software will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Brush up on your problem-solving skills. Since you'll be handling complex customer issues, practice scenarios where you can showcase your ability to think critically and resolve problems efficiently.
✨Tip Number 3
Engage with online communities or forums related to e-commerce and customer support. This will not only enhance your knowledge but also provide insights into common challenges faced by sellers, which you can reference in your application.
✨Tip Number 4
Prepare to discuss metrics and performance targets. Since the role is metric-driven, be ready to share examples of how you've met or exceeded targets in previous roles, showcasing your ability to thrive in a high-pressure environment.
We think you need these skills to ace Customer Support Sr., Veeqo
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Support Sr. position at Veeqo. Understand the key responsibilities and qualifications required, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service, especially in a fast-paced environment. Mention specific examples where you demonstrated problem-solving skills and customer empathy.
Showcase Communication Skills: Since the role involves phone, email, and chat support, highlight your proficiency in written and verbal communication. Provide examples of how you've effectively communicated with customers in past roles.
Tailor Your Application: Customise your CV and cover letter to reflect the skills and experiences that align with Veeqo's values and the job requirements. Use keywords from the job description to ensure your application stands out.
How to prepare for a job interview at Project Kite - UK Parent
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service. Be ready to share specific examples of how you've handled challenging situations and provided exceptional support, as this role requires a strong focus on customer satisfaction.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss how you approach problem-solving. Think of instances where you've identified issues and implemented solutions, especially in high-pressure environments. This will show your potential employer that you can handle the demands of the role.
✨Familiarise Yourself with Veeqo and E-commerce
Research Veeqo and its services thoroughly. Understanding their platform and the e-commerce landscape will help you answer questions more effectively and demonstrate your genuine interest in the company and its mission.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and are engaged in the conversation, which is crucial for a customer support role.
