Customer Support Sr Veeqo

Veeqo is a multichannel shipping software built to simplify fastgrowth ecommerce. 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 firstline 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 endtoend 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 fiveday shift pattern running from Saturday through Wednesday with Thursday and Friday as rest days. This regular weekend coverage is an essential part of the role ensuring continuous service delivery across our operations.

Key job responsibilities
As part of your role you will have the opportunity to:

Support Veeqos Selling Partners 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 employees 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 tickethandling 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 longterm service improvements.

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

Business acumen in areas of ecommerce 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

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