Customer Service Representative

First Recruitment Group; West Midlands; On-site; GBP 22,000 - 28,000; Full time

Job summary

A diverse recruitment agency is seeking a Customer Service Representative in Keele. This role involves supporting customers through calls, emails, and live chats, resolving queries about account issues and service phases. Ideal candidates will exhibit strong communication skills, patience, and a proactive attitude. The position ensures no cold-calling while providing opportunities to assist customers. Full training will be offered for all relevant skills and knowledge.

Qualifications

• Great listening, written and verbal communication skills.
• Ability to understand relevant data and attentive to detail.
• Patience and composure in customer interactions.

Responsibilities

• Handle customer requests & queries across various channels.
• Communicate patiently and resolve customer issues efficiently.
• Escalate issues internally to ensure timely resolutions.

Skills

Communication skills

Attention to detail

Flexibility

Problem-solving

Can-do attitude

Tools

Computer skills

Social media proficiency

Job description

An exciting opportunity for a Customer Service Representative to support customers across multiple channels.

Our Client has a requirement for a Customer Service Representative, who will be required to work on a contract basis in Keele.

Working on handling calls, emails and live chats, our client is looking for bright, enthusiastic individuals who want to help others in order to grow our team.
Are you an independent thinker, friendly, proactive, with strong customer service skills? And are you interested in working in a changeable and developing organization?

The Customer Service Representative role is there to assist our customers; to resolve account queries, share information about our build phases, fibre-internet and generally be there to listen and assist with all of our customer’s needs. The Customer Service team is also able to sign-up interested customers, for which commission is paid, with no cold-calling whatsoever.

Job Role Responsibilities

• Deal with customer requests & queries through all methods of customer contact.
• Communicate with customer queries patiently and resolve the issue efficiently.
• Escalate any issues internally and appropriately to ensure customer issues are resolved.
• Respond to the problems of the customer in a timely and efficient manner.
• Look after customer accounts and update their transaction status when required.
• Draft the necessary documents, letter or statements, as required by the customer and inline with internal process.
• Maintain up to date records of customer interactions, ensuring updates and resolutions are detailed.
• Coordinate with other internal departments to find solutions and resolve customer issues.
• Any other reasonable duties requested as directed by management.
• Satisfactory completion of a basic Data and Baring security Checks (DBS) or other in country security checks.

Experience / Skills / Knowledge / Qualifications

Customer Service Skill

• Should have great communication skills: listening, written and verbal communication.
• Should be able to understand relevant data and be attentive to detail.
• Should exhibit patience when communicating with the customer and remain composed.
• Should be flexible to the customer requirement.
• Take ownership in resolving customer issues and ensure customer satisfaction.
• Demonstrate a can‑do attitude with the ability to remain focussed in a busy environment.

Technical Skills

• Should have excellent computer skills.
• Should have an excellent understanding of social media channels.
• An understanding of the telecoms industry and associated supply chain.
• Able to resolve 1st Line IT issues.
• Able to troubleshoot technical detail, to analyse, and pass to the appropriate resolver group.
• Full training will be provided for this customer service role.
• You will be encouraged to learn and develop your skills in all relevant areas that support the business in line with the company’s values detailed below.

Sector: Commercial, Admin & Office Support