Customer Service Agent, OnBuy
€23.8-28k
+ Equity
Multi-category online marketplace
Job no longer available
Multi-category online marketplace
101-200 employees
Job no longer available
€23.8-28k
+ Equity
101-200 employees
Company mission
To change online retail for the better, providing customers with a one-stop shopping destination that doesn’t compromise on value or values.
Role
Who you are
- Are you a productive and experienced customer service professional with experience in high volume and fast paced environments?
- At Onbuy we move fast and get things done, so experienced within a fast-paced environment and strong organisational skills are must!
What the job involves
- At Onbuy, we are hiring additional team members to help us within our customer service team as we navigate through some large-scale operational changes
- You will be responsible for handling dispute management tickets within Zendesk to resolve issues efficiently and fairly between buyers and sellers on our platform
- Dispute Resolution: Manage dispute tickets within Zendesk to resolve issues between buyers and sellers promptly and fairly
- Communication: Communicate effectively and professionally with both buyers and sellers to gather necessary information and facilitate resolution
- Investigation: Conduct thorough investigations into reported issues, gathering evidence and information from relevant parties to make informed decisions
- Problem Solving: Employ critical thinking and problem-solving skills to identify root causes of disputes and implement effective solutions
- Policy Adherence: Ensure adherence to company policies and guidelines while resolving disputes, maintaining consistency and fairness in decision-making
- Documentation: Maintain accurate records of dispute cases, documenting all interactions, decisions, and resolutions within Zendesk
- Feedback Loop: Provide feedback to the relevant teams regarding recurring issues or areas for improvement in our platform or processes
- Customer Advocacy: Advocate for the best interests of both buyers and sellers, striving to achieve mutually beneficial resolutions whenever possible
- Conflict Management: Handle escalated disputes with professionalism and diplomacy, de-escalating tensions and finding constructive resolutions
- Collaboration: Collaborate with other teams, including Customer Support, Sales, and Product, to address underlying issues contributing to disputes and implement preventative measures
Our take
OnBuy claims to be the UK’s most trusted online multi-category marketplace, and the country’s most popular Amazon alternative. It’s a big claim, but it isn’t beyond reason. Along with Wish and Not On The High Street, OnBuy is certainly laying down a challenge to the likes of eBay, Etsy, and of course, Amazon.
The company differentiates itself from the competition in a few key ways – most of which are seller-related. Firstly, by not offering its own products, there’s no clash of interests with sellers (a common pain point for Amazon). As well as this, features like immediate payment and robust PayPal Seller Protection have aided its growth in popularity.
OnBuy’s sales skyrocketed during the first year of the pandemic, and the company has sustained its momentum since then; growing internationally, scoring major VC funding and expanding its executive team along the way. It has made a string of partnerships with companies such as Klarna and BaseLinker, all towards improving its services to ensure it maintains its position in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2021
$46.2m
SERIES A
Jul 2020
$6.6m
SERIES A
Total funding: $56.8m
Company benefits
- Equity
- Flexible Working Options
Company HQ
Westminster, London, UK
Leadership
Cas Paton
(CEO & Founder)Before founding OnBuy they worked as a Retail and eCommerce Consultant, following a four year spell in the UK military.
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