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* Job Title: Customer Service Representative
* Location: Rugby / Hybrid
* Department: Customer Service / Call Centre
* Reports To: Customer Service Manager
* Job Title: Customer Service Representative
* Location: Rugby / Hybrid
* Department: Customer Service / Call Centre
* Reports To: Customer Service Manager
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.
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 within a Contact centre.
* Excellent communication skills, both verbal and written.
* 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 telecommunications or retail.
* Knowledge of call centre metrics and performance indicators.
* GCSE or equivalent in English & Maths.
Work Environment
* Full-time position with rotating shifts.
* Office based.
* 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 via the apply button below.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Administrative and Support Services
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