Customer Service Representative
Location: Caerphilly (Hybrid working)
Duration: 12 months
Pay rate: £11.44 per hour
Job description:
We are seeking a highly skilled and dedicated Customer Service Agent to join our dynamic team. As a Customer Service Agent, you will play a crucial role in ensuring exceptional customer experiences and satisfaction. You will be responsible for handling customer inquiries, resolving issues, and providing accurate and timely information. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to handle challenging situations with professionalism and empathy.
As a Customer Service Agent we will provide you with the tools and experience to be an expert for those closest to us; our associates, and our customers. You will have excellent attention to detail and be able to multitask in order to ensure data is captured whilst building and retaining relationships.
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.