Fruugo.com Limited

 

About us
Fruugo is a global marketplace that makes cross border shopping easy!

At Fruugo you can buy from retailers across the world in your own language and currency, using recognised payment methods without needing to calculate exchange rates or shipping costs.

We have millions of products available from hundreds of retailers all over the world.

Like all marketplaces we act as the platform provider and commercial agent of our retailers who have authorised us to conclude agreements for the sale of products on their behalf.

We’re continuously expanding the products available to customers and hope you find what you’re looking for!

To ensure that all your communication with Fruugo is authentic and to protect against phishing scams, please use the Fruugo interactive Help Centre
A word from our Executive Chairman, Dominic Allonby

“I am immensely proud to lead Fruugo. It’s a truly visionary enterprise. We aim to make international online shopping feel as easy, secure and hassle free as shopping locally, wherever in the world you are, whether you are a shopper or a retailer. It sounds easy, but take it from me, it’s not!

In essence, everything we do is driven by a desire to make things easier for the shoppers of the world – and everything we do we do as a team.”
Our Workspace

While we are a remote workforce, we have shared offices in the centre of Manchester to meet and collaborate. Here is a sneak peak into our space in the Bonded Warehouse.

Servıse
Fruugo is a Living Wage Employer
We are proud to be an accredited Living Wage Employer!
This means that every member of staff working for Fruugo will earn a real Living Wage.
The real Living Wage is higher than the government’s minimum, or National Living Wage, and is an independently calculated hourly rate of pay that is based on the actual cost of living. It is calculated each year and is announced by the Living Wage Foundation as part of Living Wage Week. It is currently £12.00 in the UK, with a higher rate of £13.15 for London, reflecting the higher costs of living in the capital.
Over 12,000 organisations, including Fruugo, voluntarily choose to pay the real Living Wage because we believe that a hard day’s work deserves a fair day’s pay, and we are really proud of this commitment.
You can find out more about the Living Wage by visiting www.livingwage.org.uk.
Job Purpose

By joining our growing Customer Service team, you will be working with our customers to help them with their queries, working though tickets daily to resolution and providing excellent customer outcomes at all times. You’ll make a positive impact on every customer call, efficiently and effectively having the right conversations with them to meet their needs, building excellent relationships over the telephone, and providing a friendly, timely and professional service.

Main Duties and Responsibilities

Dealing with customers and retailers from all over the world both by email and over the phone, responding to their queries and guiding them to the appropriate service
Assisting with product and order queries, payment queries, returns and refunds
Deal with cancellations and order changes as priority
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Be able to read and respond to other people’s tickets with accuracy
Escalate customer complaints as appropriate to the customer services team leader
Liaise with multiple teams across the organisation
Resolve any emerging problems that our customers might face with accuracy and efficiency
Escalate uncooperative retailers to the customer service team leader or customer service retailer support dependant on the issues concerned
Identify and assess customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods/tools
Suggest ways to improve internal processes or issues on the website
Follow communication procedures, guidelines and policies
Respond to customer reviews on TP and handle customer cases with urgency
Handle failed refunds and process payments back to customers via PayPal
Resolve any Klarna or PayPal pre-dispute tickets
Requirements

Must have previous customer service experience
Confident and professional telephone manner
Strong team player
Language skills desirable but not essential
Ability to adapt/respond to different types of customers
Accuracy and attention to detail
Good decision-making and problem-solving abilities to respond to complaints and questions and to think quickly during customer interactions
Computer literate with good working knowledge of Microsoft office suite and the collaboration tools used by Fruugo
A practical and logical approach to business problems and issues; a problem solver
Takes direction and provides proactive, constructive support
Able to operate under pressure and to manage multiple tickets in parallel
Somebody who can work well independently but can also provide a good team-fit for the business and is capable at working cross-functionally with other departments
A good working knowledge of the EU consumer contract regulations, consumer rights and be able to confidently apply these to customer cases
Working knowledge of VAT requirements
Ability to multi task
Ability to retain and apply knowledge to scenarios
Hours of work are 35 hours per week, with an early finish at 2pm on a Friday!! You will be on a shift rota and work one weekend day every other week. You will also receive 20 holidays per year plus bank holidays.

The position is primarily homeworking, with one day per week working from our Ulverston office.

Fruugo is a great place to work and we are proud of our friendly, supportive and dynamic culture which treats everyone with respect and embraces diversity. We have some excellent benefits, including Company pension, Employee Discount, Employee Referral Programme, and a fantastic Employee Assistance Programme, offering wellness benefits to employees and their immediate family.

 

Tel: +44 (0)161 938 0150

E mail: [email protected]

Address: Fountain Street House, 13 Fountain Street, Ulverston Cumbria, LA12 7EQUnited Kingdom

Site: https://www.fruugo.co