Customer Service Agent Required

Job Title: Customer Service Agent

Location: [Specific Company Location - e.g., Thame, Oxfordshire / Hybrid / Remote]

Reports To: Customer Service Manager / Team Leader

Job Type: [Full-time/Part-time]

About Us: [Optional: Briefly describe your company and its commitment to customer service. e.g., "At [Company Name], we are dedicated to providing outstanding [product/service] and ensuring every customer interaction is positive and seamless. We believe exceptional customer service is at the heart of our success."]

Job Summary: We are seeking a highly motivated and empathetic Customer Service Agent to join our dynamic team. The ideal candidate will be passionate about helping people, possess excellent communication skills, and thrive in a fast-paced environment. You will be the first point of contact for our customers, responsible for addressing inquiries, resolving issues, and ensuring a consistently positive customer experience across various channels.

Key Responsibilities:

• Customer Interaction: Respond promptly and professionally to customer inquiries via phone, email, live chat, and/or social media, providing accurate information and solutions.
• Issue Resolution: Effectively diagnose and resolve customer issues, complaints, and concerns, escalating complex matters to the appropriate department or supervisor when necessary.
• Product/Service Knowledge: Develop and maintain a comprehensive understanding of the company's products, services, policies, and procedures to provide informed assistance.
• Order Processing/Account Management: Assist customers with order placement, tracking, modifications, cancellations, and account-related queries (e.g., billing, subscriptions).
• Documentation: Accurately document all customer interactions, details of inquiries, and resolutions in the CRM system.
• Customer Retention: Identify opportunities to enhance customer satisfaction and loyalty, proactively offering solutions or relevant information.
• Feedback Collection: Gather customer feedback and identify trends to contribute to continuous service improvement.
• Adherence to Standards: Consistently meet or exceed established service level agreements (SLAs) and quality standards.
• Team Collaboration: Work collaboratively with team members and other departments to ensure a cohesive and efficient customer experience.

Skills & Qualifications:

• Previous experience (1+ years) in a customer service role is highly desirable.
• Exceptional verbal and written communication skills with a clear, concise, and professional tone.
• Strong active listening skills and the ability to empathize with customer needs.
• Proven problem-solving abilities and a calm demeanour under pressure.
• Proficiency in using CRM software, ticketing systems, and standard office applications (e.g., Microsoft Office Suite).
• Ability to multitask, prioritise effectively, and manage time efficiently in a busy environment.
• A positive attitude, strong work ethic, and a genuine desire to help customers.
• Ability to adapt to changing processes and technologies.
• [Optional: Fluency in additional languages, if applicable to your customer base.]

What We Offer:

• [Optional: e.g., Competitive salary and performance-based incentives]
• [Optional: e.g., Comprehensive training program]
• [Optional: e.g., Opportunities for career advancement within customer service or other departments]
• [Optional: e.g., A supportive and friendly team environment]
• [Optional: e.g., Employee discounts on products/services]
• [Optional: e.g., Health and wellness benefits]

To Apply: Please submit your CV and a cover letter detailing your customer service philosophy and why you would be a great addition to our team to [Email Address].