Customer Support Agent

Location

This position is located at Unit 3 Forli Strada, Peterborough, Cambridgeshire, PE73HH United Kingdom

Role Summary

As a Customer Support Agent at URBN, you'll play a key role in delivering an exceptional customer experience by providing high-quality support for existing orders. You'll take ownership of customer enquiries, concerns and complaints, ensuring they are resolved efficiently, professionally and with empathy.

Working in a fast-paced, collaborative environment, you'll use your strong communication and problem-solving skills to deliver best-in-class service and ensure every customer feels valued and supported.

What You'll Be Doing

• Manage a high volume of customer cases, ensuring enquiries are handled efficiently and resolved within agreed timescales;
• Identify customer needs by actively listening, clarifying information and thoroughly investigating each issue to provide appropriate solutions or alternatives;
• Work collaboratively with key Supply Chain teams and the wider business to investigate customer issues, challenge existing processes and identify opportunities to improve the overall customer experience;
• Build effective working relationships across the business to ensure customer issues are resolved promptly and effectively;
• Consistently work in line with URBN's vision and values, demonstrating a customer-first approach in all interactions and decisions.

What You'll Need

• The ability to communicate with confidence both verbally and with excellent written English is essential.
• Strong interpersonal skills, with the ability to build positive and effective relationships with internal and external stakeholders, including brands, carriers and third-party contact centres.
• Highly organised, proactive and self-motivated, with the ability to manage multiple tasks and priorities effectively in a fast-paced environment.
• Strong attention to detail, with good numeracy and IT skills. Experience using customer or order management systems, such as Salesforce, would be advantageous.
• A customer-focused approach, with previous experience in a customer-facing role. Experience within a fashion or lifestyle retail environment would be desirable.

The Perks

• Wellbeing:
• Employees Assistance program to support with mental, physical and financial health
• Fully equipped free gym and 50% discount off external gym memberships
• Private Medical Insurance
• Employee Discount:
• Up to 40% off at all URBN Brands (Urban Outfitters, Anthropologie, Free People and more!)
• Travel:
• Cycle to work scheme
• Continued Development:
• We offer structured support within the business alongside continued learning and development

Equal Opportunity Statement