Customer Service representative

www.findapprenticeship.service.gov.uk - Jobboard; United Kingdom; On-site; GBP 24,000; Full time

Job summary

A customer service-focused company in Rochdale is seeking a Customer Service Advisor. The role involves responding to customer inquiries promptly, maintaining customer databases, and contributing to continuous improvement efforts. Candidates should possess strong communication skills and at least one year of experience in a similar role. This position offers a pay rate of £12.31 per hour and follows a Tuesday to Saturday working pattern, with some work from home on Saturdays.

Qualifications

• 1+ years of experience in a customer service role.
• Excellent written and verbal communication skills.
• Familiarity with CRM/ticketing platforms is beneficial.

Responsibilities

• Deliver a positive and professional customer experience.
• Respond to customer inquiries via phone, email, and web chat.
• Log customer returns accurately and provide product guidance.

Skills

Interpersonal skills

Communication skills

Problem-solving

Multitasking abilities

Patience

Tools

Freshdesk or similar CRM

Job description

Job Title: Customer Service Advisor

Location: Rochdale

Type: Temporary to Permanent

Pay Rate: £12.31 per hour / £24,000 per annum

Hours: 37.5 hours per week

Working Pattern: Tuesday to Saturday, 09:00-17:00 (Saturday is work from home)

Initial Training: 2 weeks, Monday to Friday, 09:00-17:00

Role Purpose

To deliver a consistently positive and professional customer experience by building strong relationships with customers and representing our brand with care, clarity, and empathy.

Key Responsibilities:

• Respond to customer enquiries promptly and accurately via phone, email, and web chat
• Understand customer needs and assist them in using product features effectively
• Log customer returns and replacements with detailed and accurate information
• Identify and report trends in faulty products to support continuous improvement
• Maintain customer databases with relevant technical issues and conversation history
• Monitor and respond to customer feedback and complaints on social media
• Provide clear guidance on product functionality and usage
• Share customer insights, feature updates, and solutions with the wider team
• Ensure all enquiries are followed up and resolved in a timely manner
• Collect and relay customer feedback to product and marketing teams

What We're Looking For

This is a customer-facing role where being polite, professional, and compassionate is essential. The ideal candidate will also have:

• Strong interpersonal and communication skills
• The ability to work collaboratively in a fast-paced team environment
• A calm and confident approach to handling complex queries

Essential Requirements

• Minimum 1 year of experience in a similar online customer service role
• Excellent written and verbal communication
• Strong problem-solving and multitasking abilities
• Patience and professionalism with challenging customer situations
• Familiarity with Freshdesk or similar CRM/ticketing platforms
• Courier search and complaint handling experience (desirable but not essential)

Key Performance Indicators

• Increased customer satisfaction and retention
• Enhanced brand reputation through excellent service
• Growth in positive feedback and referrals

Health & Safety Responsibilities

All employees must:

• Follow all company safety, hygiene, and environmental procedures
• Understand and manage job-related risks
• Immediately report any issues or unsafe conditions
• Contribute to ongoing health and safety improvements

Please apply only if has relevent experince.