Specialized SSC - Helpdesk

The goal of the Wayfair Customer Service department is to provide exceptional service to our customers. The Helpdesk Team aims to improve internal and external customer experience by supporting the Frontline teams within Wayfair Galway by providing real time advice and handling escalations (Helpdesk).

Specialised Support will support the Email and Phone teams (full-time, part-time and virtual) across all hours of operation, which in the future may run up to 10pm weekdays.

The Team currently comprises of six functions:

1. CAT – handling social media, bulk outreach and second-level escalations
2. Helpdesk – handling internal queries and first-level escalations (by phone or floorwalking)
3. Follow-Up – handling follow-up tickets generated by frontline teams
4. Order Specialists – proactive outreach on problematic orders
5. Carrier Exceptions – proactive outreach on orders with courier-related problems
6. BAM Support – handling service issues for Business Customers

Successful applicants will commence duties in Helpdesk. If business needs demand, the Specialised SSC will be expected to work across all functions, but this should be very rare.

Note: CAT and Carrier Exception roles fall under the umbrella of Specialised Support but these positions are subject to application.

Responsibilities

The Helpdesk role may be carried out via phone or floorwalking depending on business needs.

• Supporting SSCs who seek assistance with all post-order issues and sales related queries
• Providing accurate and helpful information regarding policies, procedures and order specific questions and concerns to SSCs across the Frontline teams
• Responding in a professional and courteous manner to SSCs seeking assistance
• Helping SSCs by meeting customer satisfaction and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities
• Acting as the first line of defence and first point of escalation for escalated customer service enquiries, requests or complaints and aims to reach an effective resolution in all instances
• Balancing the customer and company interests to build customer loyalty, and helping to resolve complicated order issues to prevent those customers from becoming detractors
• Performing other job-related duties and responsibilities as assigned by WFM and/or Site Management

Qualifications

• Minimum 6 months tenure within Wayfair
• Fluency in German or French is not essential, but is a strong advantage
• Experience across both Phone and Email Teams is a very strong advantage
• Previous supervisory, Managerial or experience in Tier 2 Support in another business are all strong advantages also
• Excellent performance track record within Wayfair strong productivity and quality metrics, but also teamwork, attention to detail and constantly demonstrating our ‘Never Done’ company value
• Strong verbal and written performer
• Great customer-facing skills, strong pro-customer mindset
• Proven record of working efficiently and effectively
• Positive, energetic, can-do attitude. Passionate about making a difference
• Excellent problem-solving skills and creative approaches to issues
• Self-motivated – able to work independently
• Demonstrates thorough knowledge of Wayfair processes policies
• Demonstrates consistently sound judgment