Role: Customer Service Agent
Location: Caerphilly
Duration: Contract
Offering Rate: GBP 9 / Hr
Key Responsibilities:
* Respond promptly and professionally to customer inquiries via various channels.
* Provide accurate and comprehensive information to customers regarding products, services, policies, and procedures.
* Identify and assess customer needs, effectively troubleshoot problems, and provide appropriate solutions or escalate issues to the appropriate department.
* Process customer orders, returns, exchanges, and refunds in accordance with company policies and guidelines.
* Maintain accurate and detailed records of customer interactions, transactions, inquiries, and complaints in the customer relationship management (CRM) system.
* Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution.
* Proactively identify opportunities to improve customer satisfaction and provide feedback to the management team.
* Stay up to date with product knowledge, industry trends, and company updates to effectively address customer inquiries and provide accurate information.
* Adhere to established service level agreements (SLAs) and maintain a high level of professionalism, empathy, and courtesy in all customer interactions.
* Contribute to a positive and collaborative team environment by actively participating in meetings, training sessions, and sharing knowledge and best practices with colleagues.
Minimum Qualifications:
* High school qualifications or equivalent
* Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook
* Experience using Customer Service software
* No immigration sponsorship available for this position
Preferred Qualifications:
* Ability to accurately type a minimum of 25 words per minimum
* Ability to interact professionally with others and work independently in a fast-paced environment
* Prior experience utilizing a multi-line telephone system
* Strong problem-solving and interpersonal skills
* Excellent verbal and written communication skills
* Highly dependable team player
* Ability to prioritize workload and complete responsibilities on time