Job Description ROLE DETAIL Position Title: Customer Service Rep JOB OBJECTIVE A Customer Service Representative, also known as a Customer Support Agent or Client Service Advisor, is a frontline professional responsible for providing assistance and support to customers before, during, and after their interactions with a company. They play a crucial role in ensuring positive customer experiences and resolving issues to maintain customer relationship. KEY RESPONSIBILITIES Assist customers with inquiries, requests, and complaints via telephone, email, chat, or face-to-face interactions, delivering accurate and timely information and assistance to meet their needs. Listen actively to customers' concerns, showing empathy, patience, and professionalism in every interaction, and strive to understand and address their needs effectively. Resolve customer issues and complaints promptly and efficiently, using problem-solving skills, comprehensive product knowledge, and adherence to company policies and procedures to find suitable resolutions. Process orders, returns, refunds, and exchanges accurately and efficiently, following established procedures and documentation requirements to ensure customer satisfaction and compliance with regulations. Liaise with other departments, such as sales, logistics, and technical support, to coordinate responses to customer inquiries, resolve issues, and escalate complex problems as necessary for timely resolution. Maintain precise records of customer interactions, transactions, and resolutions using customer relationship management (CRM) software or databases for documentation and reporting purposes. Promote company products, services, and special offers to customers based on their requirements and preferences, identifying opportunities for upselling or cross-selling to enhance customer satisfaction and drive sales revenue. Communicate effectively with customers, colleagues, and other stakeholders to build positive relationships, address concerns, and promote effective credit management practices within the organisation. PROJECT/CLIENT REQUIREMENT Skills Qualification Yes Previous Experience Yes Right to Work in the UK Yes Security Screening Yes Means of Travel Yes