Customer Relations Agent

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An energetic company is seeking a dedicated Customer Operations team member to provide exceptional support to small merchants. In this role, you'll handle high volumes of customer inquiries across various channels, ensuring their needs are met with empathy and precision. You'll also assist in identifying trends to improve processes while maintaining accurate records. With a focus on world-class customer service, this position offers a clear career progression path and various health and wellness benefits. If you're passionate about helping others and thrive in a dynamic environment, this opportunity is perfect for you.

Benefits

25 days of Annual Leave + Bank Holidays

Career progression opportunities

Health support through GymPass

1-1 therapy sessions

Private Medical Insurance

Life Insurance

Pension Scheme

Qualifications

• Experience in inbound customer service or technical support roles.
• Ability to problem solve and work under pressure.

Responsibilities

• Answer high volume incoming calls, emails, and web chats from customers.
• Provide 1st line advice and handle customer complaints.

Skills

Customer Service

Problem Solving

Attention to Detail

Technical Support

Team Player

Communication Skills

Tools

MS Office

Excel

Job description

You will be joining an energetic and diverse Customer Operations team where we put customers & world-class customer service at the heart of everything we do. Our customers predominantly are small merchants, and we aim to make them feel big by providing them with the best possible support. We assist our merchants through all communication channels to educate them about our products and resolve their requests. We always listen to the customer and suggest ways to improve as a company - from rethinking the way we handle our processes to upgrading our internal systems.

What will you be doing?

• Answering high volume incoming calls/emails/web chats from customers
• Dealing with call queries, questions and escalations from each channel
• Providing 1st line advice to customers and other parties on general issues
• Accurate and consistent record keeping and updating notes on the database
• Taking care of all customer complaints and escalating as and when necessary to senior management
• Assist senior management by identifying trends and issues
• Act as duty manager to aid effective running of the department

What are we looking for?

• Previous experience in an inbound customer services or technical support role
• Technically astute
• Ability to problem solve and work under pressure
• MS Office - particularly Excel
• High level of accuracy and attention to detail
• Ability to act on own initiative, within set guidelines to support customers
• Experience providing advice, guidance or technical support over the telephone
• Team player
• Empathetic with genuine care to support the Merchants

What can we offer you?

• 25 days of Annual Leave + Bank Holidays
• Clearly defined career progression ladder and growth opportunities within the business
• Physical and mental health support through our partnership with GymPass, 1-1 therapy sessions, meditation sessions and access to digital fitness and nutrition apps
• Extended and improved maternity and paternity leave choices
• Private Medical and Life Insurance
• Pension Scheme