Ulverston, England, United Kingdom · Hybrid
Job Title: Customer Service Agent Salary: £23,135 Type of Contract: Temporary Location: Hybrid - This role requires attendance in our Ulverston Office every Wednesday. About Fruugo Fruugo is a leading privately-owned e-C…
Skills: Customer service, Telephone manner, Communication, Problem-solving, Decision-making
Shanghai, Shanghai, China · On-site
$200k–$270k/yr
Title: Merchant Success Manager Salary: 200,000-270,000 CNY Location: Shanghai Type of Contract: Full-timeAbout Fruugo Fruugo is a leading privately-owned e-Commerce Marketplace business making it easy for retailers to s…
Skills: Account Management, B2B Sales, Mandarin, English, WeChat
Shanghai, Shanghai, China · On-site
Title: Brand Merchant Acquisition Manager, China Salary: RMB 280,000 fixed annual salary, 12-month fixed package, no commission Location: Shanghai, China (or other locations nearby) Type of Contract: Full-timeAbout Fruug…
Skills: Marketplace Business Development, Brand Acquisition, Merchant Acquisition, Cross-border E-commerce, Commercial Negotiation
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The agent will manage customer and retailer queries via email and telephone to ensure timely resolution of issues. They are responsible for handling product, payment, and refund inquiries while maintaining professional standards and escalating complex complaints.
Candidates must have previous customer service experience and a professional telephone manner. Proficiency in Microsoft Office and a working knowledge of consumer contract regulations and VAT requirements are also required.
Fruugo is a leading privately-owned e-Commerce Marketplace business making it easy for retailers to sell their products internationally. With Fruugo any retailer can join and sell anything, to anyone, anywhere.
Winner of the a King’s Award for Enterprise for International Trade, and placed in the Financial Times List of Europe’s Fastest Growing Companies 2025, Fruugo is recognised as a fast growing, dynamic business, and following a period of consolidation, Fruugo has ambitious plans for future growth.
Job Purpose
You will work 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.
Core Accountabilities
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
Benefits
Fruugo prides itself on creating a friendly, welcoming, and supportive culture reflected in our core benefits:
Hours of work are 35 hours per week - including one early 2pm finish!
33 days holiday including bank holidays (increasing with length of service)
Bi-annual company get togethers
Company pension
Employee discount
Employee Referral Programme
Employee Assistance Programme, offering wellness benefits to employees and their immediate family.
The Global Marketplace. Acquire new customers easily and quickly from countries all around the world, through Fruugo.
Fruugo is a unique, fully localised global marketplace where shoppers in 46 countries can buy products from retailers all around the world. Our mission is to provide shoppers with great choice, great prices, and the freedom to shop safely and securely wherever they are. Shoppers have the ability to add multiple products to their Fruugo shopping cart from the multiple retailers, even if the retailers are in different countries. The shopper automatically sees the whole transaction in their own language and currency. The Fruugo checkout provides shoppers with all the major global payment methods, plus many local payment methods too for the various Fruugo countries.
Offices: Fountain Street House, Fountain Street, Ulverston, Cumbria LA12 7EQ, GB
The Global Marketplace. Acquire new customers easily and quickly from countries all around the world, through Fruugo.
Fruugo is a unique, fully localised global marketplace where shoppers in 46 countries can buy products from retailers all around the world. Our mission is to provide shoppers with great choice, great prices, and the freedom to shop safely and securely wherever they are. Shoppers have the ability to add multiple products to their Fruugo shopping cart from the multiple retailers, even if the retailers are in different countries. The shopper automatically sees the whole transaction in their own language and currency. The Fruugo checkout provides shoppers with all the major global payment methods, plus many local payment methods too for the various Fruugo countries.
Offices: Fountain Street House, Fountain Street, Ulverston, Cumbria LA12 7EQ, GB
