CSR (E-commerce) - Onsite

Deployed is an established BPO firm specializing in workforce solutions. We partner with a range of globally minded businesses, from start-ups to large corporations across a range of industries.

Our expert team of recruiters at Deployed will work closely with you to create a career change that challenges, motivates, and excites you. We take the time to understand your ambitions to ensure an effective job match and place you in a business where you'll perform your best. You'll be supported at every step to ensure success- from job searching and placement to a robust onboarding process to ongoing HR, office, and IT support. Deployed is committed to offering you holistic support at every step to ensure you succeed, have the best work experience and a rewarding career.

Responsibilities

1. Client Communication and Support

• Respond promptly and professionally to client enquiries received via email, Slack channels, and HubSpot Support Portal.
• Review, triage, and action tickets raised via JIRA, escalating or assigning to the appropriate internal teams (e.g., operations, inventory, or tech).
• Maintain a friendly, informative, and brand-aligned communication style across all platforms.
• Follow up on outstanding queries to ensure timely closure and positive customer experience.
• Identify recurring issues and flag them for process or system review.

2. Ticket and Case Management

• Monitor incoming tickets and requests within HubSpot and JIRA daily, ensuring correct categorization and prioritization.
• Update ticket statuses, notes, and resolution summaries accurately for traceability and reporting.
• Collaborate with operations teams to gather information, investigate issues, and provide clients with accurate updates.
• Track SLA compliance (response times, resolution times) and proactively escalate when at risk of breach.

3. Order, Stock, and Fulfilment Enquiries

• Investigate and respond to client queries regarding order status, fulfilment timelines, stock discrepancies, and carrier tracking.
• Liaise with the warehouse and transport teams to validate data or resolve fulfilment issues.
• Use Order Management System (OMS) and internal dashboards to verify order flow, exceptions, and dispatch confirmations.
• Provide clients with clear explanations or corrective actions when fulfilment errors occur.

4. Collaboration and Escalation

• Coordinate with operations, tech, and finance teams to resolve issues that cross departments (e.g., billing discrepancies, integration errors, or missing stock).
• Escalate technical bugs or system issues to the JIRA queue, attaching screenshots and steps to reproduce where possible.
• Participate in internal stand-ups or post-mortems to help improve service delivery processes if and when required

5. Knowledge Management and Continuous Improvement

• Maintain and update support templates, FAQs, and internal troubleshooting guides within HubSpot or shared knowledge bases.
• Document new client-specific processes or recurring issue resolutions.
• Identify opportunities to streamline communication workflows or automate repetitive support tasks.

6. Reports

• Generate and format required reports as needed by customer supply chain department
• Produce daily summary of all transactions processed for Shiperoo
• Onboard and train customer on dashboard/visibility tools for self service (training provided).

7. Other

• Monitor email and respond timely in high volume environment
• Provide support for shipment tracking
• Collaborate via JIRA and Slack for task tracking and communication
• Hubspot experience preferred, especially in onboarding clients or supporting inbound query workflows
• Could potentially say something similar for JIRA – “Experience using collaboration or issue-tracking tools (e.g., JIRA, Trello, Asana).”
• Understanding of eCommerce order fulfilment processes and 3PL workflows.

Requirements

• Excellent written communication skills
• clear, concise, and customer-focused.
• Proficiency in HubSpot Service Hub, JIRA, Slack, and common ticketing workflows.
• Strong task prioritization and multitasking ability in a fast-paced environment.
• Analytical mindset for troubleshooting operational or data
• related issues.
• Calm and methodical under pressure; positive team player.
• Understanding of Retail/eCommerce purchase cycle/returns a bonus.

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person