Pacifica - Customer Experience Agent
Pay: £12.71 per hour. Part‑time shift options available:
* 15 hours Monday & Tuesday 9‑5pm
* 20 hours Monday‑Friday 10am‑2pm
* 22.5 hours Mon‑Wed 9‑5pm
Pacifica is a leading UK appliance repair and home service provider. This role involves handling inbound customer calls, technical fault diagnosis, appliance repair support, and case management from start to finish.
Key Responsibilities
* Handle inbound customer service calls within a busy contact centre environment
* Provide technical support and appliance fault diagnosis across multiple product ranges
* Manage customer repair cases from first contact through to resolution
* Book engineer appointments and coordinate repair visits
* Process spare parts orders and warranty requests
* Update CRM systems accurately (case management / job tracking)
* Handle escalated customer complaints and service issues
* Process refunds in line with company policy
* Support warranty upsell and replacement product options
* Manage shared inboxes and customer job requests
* Ensure compliance with Consumer Duty and fair customer outcomes
Skills & Experience
* Customer service, call centre or contact centre experience
* Strong communication skills (verbally and written)
* Problem‑solving ability and ownership mindset
* Ability to handle multiple systems (CRM, email, job management tools)
* Strong attention to detail and accuracy
* Ability to work under pressure in a fast‑paced environment
Benefits
* £12.71 per hour
* Company pension scheme
* 30 days annual leave (including bank holidays), increasing with service
* Work‑life balance and wellbeing support
* Death in service benefit (3x salary)
* Retail discount savings portal
* Complimentary Multi Appliance Protection (MAP) for home appliances
* Career progression within a growing UK business
Apply today to join Pacifica.
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