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Customer Service Representative

A person cutting a piece of broccoli
Contract type: Permanent, Full-time
Location: Bristol or London (Hybrid working model - 2 days office / 3 days home)
Ideal Start Date: ASAP

The role

Working within our Marketplace team, the Customer Service Representative will own the inbound and outbound communication with both Candide buyers and Candide Sellers. You will act as a liaison, provide information, answer questions and resolve customer escalations. The goal is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction whilst helping the business build a robust customer service infrastructure.
The responsibilities and duties for this role include:
  • Managing all incoming customer communication
  • Investigate and resolve customer complaints in a timely manner; including but not limited to queries around late delivery, faulty goods, change of mind etc
  • Respond to customers with accurate, valid and complete information as outlined in the company policy, as well as develop and maintain protocols going forward
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Build sustainable relationships and trust with seller accounts through open and interactive communication
  • Handle buyer complaints, provide appropriate solutions and alternatives within pre-defined SLA’s; follow up to ensure resolution
  • Keep records of buyer interactions
  • Process buyer refunds
  • Follow Candide communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Identify and work with the marketplace team to help eliminate root causes of customer escalations
  • Generate weekly reports on all inbound communications to report back to management

Our ideal candidate

A proven Customer Service Representative with experience in a marketplace or ecommerce environment would be perfect for this role. You will be patient, empathetic, and passionately communicative to continually deliver an outstanding service. We want you to be excited about the important role you will play in assisting plant and nature lovers around the world!
We encourage you to apply if you have some experience in the following:
  • Customer support experience of a marketplace or ecommerce environment
  • Track record and desire to over-achieve against KPI’s
  • Excellent verbal and written communications skills
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication skills
  • Ability to multitask, prioritise, and manage time effectively
  • To be familiar with various iOS and Android devices, to be able to advise and troubleshoot buyers and sellers with different devices quickly and efficiently

About Candide

Candide is a market-network platform helping businesses and the public break new ground in the garden, through the application of technology.
Candide is the gateway to inspiration for garden visitors using exciting immersive technology and enabling quick, contactless ticketing for visitor access. We also motivate the public to connect with nature and enable everyone to grow big and shop small, with curated online catalogues of plants, tools and accessories from exceptional independent businesses.
Based in central Bristol, surrounded by the greenery of Queen Square and the floating harbour, we enable people to progress their passion for plants and nature. We are a team of over 70, openly putting our people first; we're proud to be building a team that genuinely loves working and learning together. We know how important a positive, inclusive culture is, so have a read and see if you think we might be a good fit.

What you’ll get from us

  • 25 days holiday (plus bank holidays), because the rest of your life is important too
  • An extra paid day off to spend among plants
  • Regular team socials
  • An amazing plant-filled office in Queen Square
  • Free fruit in the office (when safe)
  • Your choice of equipment
  • Pre-paid training budget for whatever you need to do your job more effectively
  • Grant of SARs (Stock Appreciation Rights) after two years of employment
  • Enhanced shared parental leave
  • Flexible working hours (core hours 10am –4pm)

Everyone is welcome

Get in touch if you have any questions – we’re a friendly bunch :)

Application process

A successful application typically involves:
  • A short informal phone interview (around 15 minutes)
  • Followed by a 1-hour interview with several of our team

How to apply

Please send the following to recruit@candidegardening.com:
  • Your CV (1 or 2 pages)
  • A covering letter explaining why you have applied for this role
Recruitment agencies, please read this (TLDR: don't send us candidates unless you're on our preferred supplier list. Any candidates you do send will be treated as a gift).

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