Customer Care Representitive - Full Time

Come build the future of retail with us!

Dropit is a multichannel digital platform with solutions for shopping centres, retailers and consumers. Founded in 2016 with the launch of Handsfree Shopping in London’s West End, we are present in over 500 stores across more than 350 brands throughout the US, Canada, UK, Ireland, and Belgium. For brands and shopping centres, our omnichannel fulfilment Platform and industry-first Marketplace unifies retail in-store and online. We enable the entire retail ecosystem to work together and meet the needs of the shared consumer in a way that’s collaborative and sustainable.

Why join us?

• Remote Working
• Competitive compensation
• Friendly and supportive work environment
• Be a part of mission to offer world class customer service

How You'll Make an Impact:

• Work with our customers across the UK on our live chat platform, providing B2B and B2C customer support and help with operational aspects
• Work with customer escalations, direct queries to the right department, and follow up on any action items
• Support operations teams (internal and external) with courier management
• Support wider team in removing the root cause of customer contact drivers and improve the overall Customer experience - contribute to the work on creating processes and automations where possible
• Identify, develop and share industry best practice in the area of Customer Service provision, execution and management
• Represent Customer Services in any relevant meetings as required and champion the role across the wider business
• Provide support for any Customer Service related ad-hoc tasks or projects as required

You will enjoy the role if you have:

• Experience of working within a Customer Services department/contact centre environment
• A desire to help every customer to end the chat happy
• Experience of managing escalated customer complaints
• Proven experience of delivering high quality Customer Service operations
• Experience supporting the team and working with remote teams locally and internationally.
• Strong communication skills, both written and spoken
• Strong EQ - empathy for a customer balanced with business requirements

Equal Opportunities

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our values. Our goal is to ensure that Dropit upholds an inclusive environment where all people feel that they are equally respected and valued. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, and disability.