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. ADZN1_UKTJ