eCommerce Helpdesk Support

As our Helpdesk Support Coordinator, your primary focus is keeping our customer communication flowing. You will be the "engine room" of our customer service, ensuring that every ticket is handled with speed, accuracy, and a helpful tone.

Queue & Ticket Management

• Master the Helpdesk: Take full ownership of our eDesk ticket queue, ensuring all incoming queries are responded to within our set SLAs.
• Queue Prioritisation: Efficiently categorise and prioritise tickets, spotting urgent delivery issues or faulty goods reports that need immediate "triage."

Multi-Channel Fluidity: Move seamlessly between different communication threads while maintaining a consistent and helpful brand voice.

Order Logistics & Shopify Admin

• Order Troubleshooting: Navigate the Shopify backend to check order statuses, update shipping addresses, and provide real-time updates to customers.
• Returns Processing: Manage the end-to-end returns process-from authorising return labels to inspecting "faulty goods" photos and issuing refunds or replacements.

Delivery Liaison: Investigate delayed or missing parcels by communicating with our courier partners and resolving issues before they escalate.

Pre-Sales & Technical Support

• Product Expertise: Answer pre-sales questions regarding product specifications, fitment, or compatibility to help customers buy with confidence.

Problem Solving: Investigate reports of faulty items, requesting the necessary evidence (photos/videos) to determine the best resolution (repair, replace, or refund).

Communication & Phone Support

• Digital-First Approach: While the role is predominantly digital, you will also handle the inbound or outbound phone call to resolve complex issues that are easier to handle "voice-to-voice."

Internal Collaboration: Liaise with the warehouse team to resolve inventory discrepancies or shipping errors.

A Note on the EnvironmentThis is a high-volume helpdesk role. It is perfect for someone who loves the satisfaction of "clearing the decks" and seeing a ticket queue hit zero. You'll be at the heart of our digital operations, ensuring our online reputation remains five-star., * Have you previously used a ticket-based helpdesk system (e.g., eDesk, Zendesk, Freshdesk) to manage customer queries?

Do you have experience in Phone etiquette?, * Helpdesk Fluency: Proven experience using a ticketing system (e.g., eDesk, Zendesk, Freshdesk, or similar). You should understand how to navigate threads, merge tickets, and use macros/templates efficiently.

• Shopify Savvy: Ideally, you've worked within a Shopify backend before-you know how to look up an order, check a fulfillment status, and process a partial refund without breaking a sweat.
• Digital Literacy: You are comfortable with multiple browser tabs, spreadsheet basics (Google Sheets/Excel), and can quickly learn new software tools.

Core Skills

• Written Precision: Since this is a digital-first role, your written English must be top-tier. You can explain return policies or delivery delays clearly, concisely, and with a friendly tone.
• Queue Discipline: You are someone who finds a "Zero Inbox" satisfying. You can maintain speed and accuracy even when the ticket volume spikes during peak seasons or sales.
• Problem-Solving Logic: You don't just "pass the buck." You enjoy investigating why a parcel is stuck or if a product is truly faulty before deciding on the best course of action.
• Calm Under Pressure: You can handle the occasional difficult phone call or "angry" email with a level head, turning a negative experience into a positive one.

Desirable

• Previous experience specifically in UK E-commerce retail.
• A basic understanding of courier networks (DPD, Royal Mail, etc.) and tracking systems.
• Experience handling "faulty goods" disputes and customer complaints, * This role involves managing a high-volume digital queue. Are you comfortable working in a fast-paced environment where speed and accuracy are key?

Job Types: Full-time, Permanent

Pay: £25,000.00-£30,000.00 per year

Benefits:

• Company pension
• On-site parking

Military Kit Ltd is a growing online ecommerce retailer dedicated to providing quality products to the Forces and the general public. Our mission is to expand our offerings rapidly while maintaining exceptional service standards.