Work Experience
Customer Service Agent – Luzern
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Customer Service
Since September 2019, I have worked as a customer service agent for Luzern, an eCommerce platform and related services provider. My role there involves communicating directly with global customers across a range of marketplaces and webstores in order to assist them and solve any issues they may be having with their orders. I also manage replacement orders being sent to customers while also organising returns and refunds for global customers from clients such as Philips, Fossil, JDE, Mayborn, and Petsafe. Additionally I conduct account administration for Fulfilled by Amazon orders.
Previously, I ran a UK email promotion, involving Philips Hue and SONOS, where I had to approve invoices from customers and issue promotional codes, while also dealing with a range of issues that arise during such a promotion!
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Content Management
As part of my work in Luzern, for a short while I was tasked with assisting the transferring of website content for one client to a newer content management system. While this work was time-consuming, it allowed me to see the basic workings of content management and how to be patient when troubleshooting any problems that come up. This was also very much a team effort which allowed for a sense of achievement as a group once the upload was completed, which was different to my usual customer service work.
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Skills
From working in this customer service role, it has allowed me to build up my communication and organisational skills while also allowing me to learn about various programmes used in eCommerce. As I work from home, my time management skills have significantly improved as I am in charge of the times I work. Getting to communicate with customers daily and solving their issues is extremely rewarding and I feel I thrive in those situations.