Customer service representative

In this role, you will support online customers and installers throughout the full sales and after-sales journey, helping convert leads into orders and ensuring an excellent customer experience in the UK market.
More specifically your tasks will be to:

• Provide sales and customer support via phone, email, and chat
• Handle and convert incoming online sales leads with high quality and speed
• Deliver after-sales support related to deliveries, claims, returns, installation, and payment issues
• Proactively manage and support Business to Installer accounts to grow sales volume
• Cooperate closely with logistics and courier partners to maintain high service levels
• Process orders, returns, and credit notes in ERP and marketplace systems (e.g., Amazon, eBay)
• Contribute to continuous improvement of customer service processes
• Support and maintain customer service tools (phone, chat, ticketing systems)
• Participate in customer service and cross-departmental projects

You are customer-focused, sales-minded, and motivated to solve problems while delivering a great service experience in a fast-paced online environment.
Moreover, we expect that you:

• Are fluent in English (written and spoken); German or another language is an advantage
• Have strong MS Office skills, especially Excel
• Bring solid communication, sales, and negotiation skills
• Handle customer issues with confidence, accuracy, and empathy
• Are flexible, detail-oriented, and able to work under deadline pressure
• Are comfortable working in a virtual and international environment
• Have customer service or sales support experience (advantage)
• Have DIY knowledge (advantage)

Ready to apply?
Learn more about the VELUX Group online at www.velux.com where you can read more about working at our company and what to expect of our recruitment process.
We look forward to receiving your application and CV as soon as possible. We are conducting interviews on an ongoing basis until we have the right match.
All inquiries will be treated confidentially.
About VELUX
In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the roof window category, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.
The VELUX Group is an international, family-owned business with strong financial roots and each year we can create real impact by reinvesting in society, our employees and planet through our foundations. With 20 production companies in 12 countries and sales companies in 37 countries, our products are widely available. We employ around 12,000 people, and our company is headquartered in Denmark. Alongside the rest of our values, courage and mutual respect define our actions every day and how we wish to contribute to the world.
Equal Opportunity Employer
At VELUX Residential, we believe in fostering a diverse workplace for everyone to thrive, develop, and perform at their best, and where you feel welcome, respected, and valued. We are committed to providing equal opportunities for all — recruiting and promoting based on skills and potential, without regard to protected characteristics. We focus on what truly matters: your qualifications and how you can contribute to our shared success.