Job Title: Customer Service Representative Location: Rugby / Hybrid Department: Customer Service / Call Centre Reports To: Customer Service Manager Candidates are required to submit a covering letter when applying. Job Overview: We are looking for a dynamic and customer-oriented Customer Service Representative to join our growing team. The successful candidate will be responsible for handling inbound and outbound calls, providing exceptional service, and resolving customer queries in a timely and professional manner. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to handle various customer situations with efficiency and courtesy. Person Specification: Customer Service Representative Essential Criteria: 1. Education and Experience: GCSE or equivalent in Maths and English. Previous experience in a customer service, call centre, or similar role is essential. Ability to demonstrate a strong understanding of customer service principles and best practices. 2.Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and professionally. Ability to actively listen to customers and respond with empathy and understanding. Confidence in handling a variety of customer enquiries and issues, with the ability to communicate calmly and effectively in stressful situations. 3. Customer Focus: A customer-centric attitude with a strong commitment to providing outstanding service. Ability to build rapport quickly and establish trust with customers, ensuring their needs are met. Ability to handle customer complaints and concerns in a professional and constructive manner. 4. Problem Solving and Analytical Skills: Strong problem-solving abilities with a proactive approach to resolving customer issues. Ability to think critically and quickly to assess customer needs and provide appropriate solutions. Ability to handle complex situations and escalate issues when necessary. 5. Organisational Skills: Excellent time management skills with the ability to prioritize tasks and manage a high call volume efficiently. Attention to detail in documenting customer interactions accurately in the system. Strong organizational skills to manage multiple customer queries simultaneously without compromising on quality. 6. Technological Proficiency: Basic knowledge of using call centre software, CRM systems, and standard office software (e.g., Microsoft Office or similar). Ability to adapt to new technologies and tools quickly, with the capacity to troubleshoot technical issues when necessary. 7. Teamwork and Collaboration: Ability to work effectively as part of a team, collaborating with colleagues and supervisors to achieve performance goals. Willingness to share knowledge and assist team members when needed. Ability to accept feedback and make improvements where necessary. 8. Flexibility and Availability: Availability to work flexible shifts, including evenings, weekends, and holidays as required. Ability to adapt to a dynamic work environment and handle changing priorities with ease. Desirable Criteria: 1. Industry-Specific Knowledge: Experience or knowledge of online retail is a bonus. 2. Experience with Performance Metrics: Familiarity with call centre KPIs (Key Performance Indicators) such as call handling time, customer satisfaction, and first-call resolution is an advantage. Personal Attributes: Patient and Empathetic: Ability to remain calm and empathetic even in challenging customer interactions. Resilient: Ability to handle rejection and maintain a positive attitude after difficult calls or situations. Positive Attitude: An enthusiastic and approachable demeanour, with a focus on making customers feel valued. Detail-Oriented: Careful and precise in performing tasks, ensuring accuracy in customer records and responses. Self-Motivated: Capable of working independently and taking ownership of individual performance. Key Responsibilities: Answer inbound calls, emails, or chats from customers promptly and professionally. Provide accurate information about products, services, and policies to customers. Resolve customer queries, complaints, or issues by providing solutions or escalating to the appropriate team. Maintain high levels of customer satisfaction by ensuring a positive customer experience with every interaction. Document customer interactions in the companys CRM system, ensuring all details are accurate and up to date. Handle basic troubleshooting, billing, order processing, or product/service enquiries as required. Adhere to quality standards, procedures, and company policies during all customer interactions. Meet or exceed individual and team performance targets, including call handling time, first-call resolution, and customer satisfaction metrics. Participate in training sessions, workshops, and team meetings to stay updated on product knowledge and customer service best practices. Collaborate with team members and supervisors to continuously improve service quality and customer experience. Required Skills and Qualifications: Demonstrable experience of working in a customer facing role, ideally within a contact centre environment. Excellent communication skills, both verbal and written. As important is the ability to listen and not just hear. Strong problem-solving abilities and conflict resolution skills. Ability to multitask and handle high call volumes in a fast-paced environment. Patience and empathy when dealing with customers. Familiarity with CRM software and Microsoft Office Suite (or similar software). Good attention to detail and organisational skills. Ability to work independently and as part of a team. Personable and friendly manner. Flexibility to work different shifts, including evenings, weekends, and holidays if needed. Preferred Skills: Previous experience in online retail would be an advantage. Knowledge of call centre metrics and performance indicators. GCSE or equivalent in English & Maths. Work Environment: Full-time position with rotating shifts. Office based with potential for working from home 1 day a week post probation. Positive and collaborative team culture. Why Join Us? Competitive salary and benefits package. Opportunities for professional development and career advancement. A supportive work environment focused on employee well-being and success. Staff wellness program. How to Apply: Please submit your CV and a cover letter detailing your relevant experience and how you meet the requirements of the role.