Customer Service Agent

Ecolab; Caerphilly; On-site; GBP 22,000 - 28,000; Full time

Job summary

A global leader in water, hygiene, and energy technology is seeking a highly skilled Customer Service Agent in Caerphilly. You will ensure exceptional customer experiences, handle inquiries, resolve issues, and provide timely information. The ideal candidate will have excellent communication skills and a strong customer service orientation, thriving in a fast-paced environment. Join us for a rewarding career with comprehensive benefits and opportunities for growth.

Benefits

4% Flexible Benefits

Pension and Life Assurance

Opportunity to purchase company shares

Comprehensive benefits package

Qualifications

• High school qualifications or equivalent.
• Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook).
• Experience using Customer Service software.

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.

Skills

Excellent communication skills

Customer service orientation

Problem-solving skills

Interpersonal skills

Ability to multitask

Education

High school qualifications or equivalent

Tools

Microsoft Office Suite

Customer Service software

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 for Ecolab 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. Here at Ecolab we thrive on fast paced and driven environments, this allows us to fully exert ourselves in collaborative, energised and dynamic teams that enable us to learn, innovate and develop ourselves.

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 elevate 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.

Required Qualifications

• High school qualifications or equivalent.
• Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook).
• Experience using Customer Service software.
• No immigration sponsorship available for this position.

Preferred Qualifications

• Ability to accurately type a minimum of 25 words per minute.
• Ability to interact professionally with others and work independently in a fast‑paced environment.
• Prior experience utilizing a multi‑line telephone system.
• Strong problem‑solving and interpersonal skills.
• Excellent verbal and written communication skills.
• Highly dependable team player.
• Ability to prioritize workload and complete responsibilities on time.

Benefits

• 4% Flexible Benefits; a wide range of benefits (extended to families) or to be used as a salary increase.
• Pension and 4 x annual salary Life Assurance benefits.
• Opportunity to purchase company shares.
• A long‑term career within a business that recognises the talent to progress, inclusive of global opportunities.
• Be recognized for meeting goals, and secure opportunities for advancement.
• Sharpen your professional business acumen.
• Work for a stable, growing, global Fortune 500 company.
• Comprehensive benefits package starting day 1 of employment.

Equal Employment Opportunity

At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, colour, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.

In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through affirmative action. Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future and impact what matters.