MyBuilder.com is looking to hire a Customer Service Associate in a full time role, based in our Central London office.

Our small team has been recognised on numerous occasions as creating one of the UK’s most exciting and promising web startups, and is backed by value-add investors including The Accelerator Group, Seedcamp, Channel 4, Travis Perkins Group, Paul Birch, Jamie Murray Wells, and other well known individuals.

MyBuilder is a marketplace for home improvement projects, helping homeowners find great tradesmen, and helping tradesmen find more work through a trusted feedback system. MyBuilder cultivates a working environment based on honesty and openness. We are building a team of enthusiastic, talented and hard working individuals, driven by the desire to solve problems.

THE ROLE:

In this role you will be required to act as the initial point of contact for our customers.  You will be primarily responsible for handling inbound customer enquiries, addressing customer concerns and resolving problems. You will assist users in all aspects of the site, helping to increase customer retention and loyalty.

Working as part of a busy team, you will exhibit a "can do" attitude and have an implicit understanding of the need for outstanding customer service. The ideal candidate will come from a metric-driven customer service background, with experience of working in a team focused on achieving high levels of customer satisfaction.

We are a startup and you should be prepared to work enthusiastically, as a part of a small, dedicated team.

RESPONSIBILITIES WILL INCLUDE:

• Ensuring maximum customer satisfaction through all support channels
• Helping customers to use the site, providing user feedback to the team where appropriate
• Troubleshooting technical problems and escalating to the development team as necessary
• Providing timely resolution to all customer enquiries in line with service targets
• Obtaining and documenting customer references and testimonials
• Ensuring all customer feedback posted on the site is genuine and in keeping with MyBuilder policies
• Investigation and resolution of invoice and subscription enquiries
• Working with our Community Manager to develop and maintain a library of FAQs and help centre content
• Performing other related tasks as assigned, such as assisting with quality assessment of upcoming site features

YOU MUST HAVE:

• A strong desire to help people and a positive attitude
• Exceptional interpersonal, written and oral communication abilities
• A professional and courteous phone manner
• Good analytical and investigative skills with a keen attention to detail
• Strong organisational and time management skills
• An unflappable manner and the ability to work well under pressure
• The ability to manage multiple priorities, work independently, and shift between tasks easily
• Excellent all-round computer and software skills; quick to grasp new applications. Good typing skills would be advantageous
• A basic understanding of web technologies and an active interest in applied internet technology - particularly in relation to marketplace and community websites
• Previous experience with helpdesk and support ticket systems preferable
• Enthusiasm and the ability to get things done

SALARY AND BENEFITS:

We are offering a competitive salary which will be based on your level of experience and value we think you will bring to the business.

Please send us your CV and a covering letter telling us why you would be a great fit for this role.

Contact details

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