Job Description
TO APPLY FOR THIS ROLE: Please email your CV directly to [email protected] with the subject line “BCC – CX AGENT APPLICATION”.
Depop is an equal opportunity employer. Our mission is to build the world’s most diverse progressive home of fashion. To do this, we encourage people from underrepresented communities to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees. We’re continuing to build recruitment processes that are fair and welcome requests for reasonable adjustments required throughout your interview experience with us. Depop supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skillsets.
Job Description
Key Dates:
- Start date: mid June 2023
- approx 2weeks training Monday – Friday 9:30am-6pm
Logistics:
- You will work 37.5 hours per week
- There will be various shift patterns across 5 days, Monday to Sunday 7:00am – 11:00pm (including some weekends)
- UK, Remote or Hybrid (minimum 4 days per year in the office)
About the team:
Each day, our Community Experience team protects Depop and its users by mediating disputes, investigating issues, answering queries , and educating our thriving community. As a Community Experience agent, you would be responsible for resolving the most complex user queries that are often escalated to you to be the last point of contact for the user.
About the role:
We require Experience team members to be exceptionally diplomatic, efficient, have a flair for problem resolving and encompass that all important customer service charm. We want someone who has a pragmatic approach, is always open to feedback, and enjoys looking for ways to improve the user experience.
If you know what goes into providing great service, and know Zendesk like the back of your hand (a plus!) then we want to hear from you. This role covers email and social media service channels, and may include new channels in the future.
We love flexibility, so this is a fully remote-based role. You’ll be required to visit our London office up to 4 times per year for training, team socials and company events; but you’re welcome to visit more often if you prefer a more hybrid schedule.
What you will accomplish:
- Tackle an array of user questions and issues via email and social media, with other possible channels launching in the future
- Deliver a high quality, quick and efficient resolution for user disputes
- Become an expert on our product and processes, in order to provide the best possible outcome to our users
- Acquire a deep knowledge of our internal tools, including Zendesk, in order to efficiently and effectively manager user relationships
- Suggest ways to improve our service and streamline our processes in order to better serve our users
This should describe you:
- Fluent spoken and written English, bonus points for other languages
- A straightforward communicator, who can explain complex information in a simple way
- An incredibly diplomatic and empathetic person
- A flair for problem solving using a pragmatic approach
- Tech-literate, and able to grasp new systems and software quickly
- See the bigger picture of your day-to-day tasks, and actively look for ways to improve the community’s experience
- A flexible outlook and can work comfortably with other functions in the company
- Adaptable to change, and comfortable working in a fast-paced environment
- Self-motivated and have a desire to get things done, even when there’s no-one else around
- Sound judgement, even under pressure
- Ability to think beyond your day-to-day tasks to help improve internal processes and workflows
- Be approachable, as you’ll be the go-to within the company for any user support issues
- Intuitive with apps and able to quickly grasp new backend systems and software, including Zendesk & Google suite
- Willing to work weekends and some Bank Holiday days
- Reliable internet connection
