Location: Keele University
Department: Customer Services Representative
Reports to: Customer & Service Delivery Manager
Salary: Hourly rate
Hours: 35 hours a week - Monday – Saturday (Rota based) Hybrid working available
2-month contract role – Immediate start!
About the Role
We're looking for a friendly, motivated Customer Service Representative to join our Customer Services team. You'll be the first point of contact for our customers—helping with enquiries, resolving service issues, and ensuring every customer enjoys a positive experience with our products and services.
What You'll Do
1. Respond to customer enquiries through phone, email, chat, social media, and our ticketing system.
2. Provide accurate information about products, services, billing, and technical support.
3. Guide customers through their order journey, including upgrades, cancellations, and account changes.
4. Log and manage all interactions using CRM software.
5. Work collaboratively with other departments to resolve customer issues and escalate when necessary.
6. Follow up with customers to ensure full resolution and satisfaction.
7. Meet and exceed performance targets including response times, customer satisfaction, and first-time resolution...