Customer Service Agent - Fixed Term Contract - Remote

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Agent on a fixed-term contract until July 2025. As a Customer Service Agent, you will play a crucial role in delivering exceptional customer experiences, driving sales, and ensuring that our customers receive the highest level of service. If you have a passion for customer service and are looking for a new challenge, we want to hear from you!

Key Responsibilities:

Customer Services:

• Manage existing customer enquiries and issues to ensure first-step resolution where possible.
• Proactively deal with customer queries to maximize opportunities to protect and increase revenue for the company.
• Engage with team competitions and incentives to drive personal and team goals.
• Achieve individual minimum KPI levels - daily, weekly, and monthly.
• Provide feedback on the impact of changes to processes to the Customer Care Manager.
• Deliver exceptional customer service at all times, in accordance with the Customer Service Charter, and drive positive Feefo/Google reviews.
• Deal effectively with customer complaints and resolve them to the satisfaction of the customer or escalate to the Customer Care Manager where necessary.

Operations:

• Maintain accurate records of all communications with customers on the RS3 Cloud system.
• Ensure all reporting tools are correctly completed to the agreed timelines.
• Escalate any system issues that are reducing the department's ability to run effectively.
• Escalate any issues raised by customers regarding customer-facing technology.
• Provide suggestions and feedback to the Customer Care Manager regarding improvements to systems that would enhance customer experience or improve activity.
• Assist the Customer Care Manager in identifying ways to improve department processes.
• Ensure all equipment is maintained and kept in good working order.

What We Offer:

• Competitive salary of £26,750 per year.
• 20 days pro-rata holiday entitlement plus bank holidays.
• Extra day holiday for your birthday/personal day.
• Annual Company Events Day.
• Hybrid Working.
• Enhanced family policies - Maternity, Paternity.
• Discretionary bonus scheme.
• Laptop provided.

Requirements:

• 2 years of customer service experience.
• Ability to work in a remote environment.
• Monday to Friday, with some weekend availability.

How to Apply:

If you are a motivated and customer-focused individual looking for a new challenge, please submit your application today. Apply To This Job