Customer Support Agent - Hybrid

eRecruitSmart; London; Hybrid; GBP 26,000; Full time

Job summary

Join a leading global company as a Customer Support Agent, engaging customers through entertaining interactions in a hybrid work environment. You will provide top-notch customer service, troubleshoot issues, and thrive in a fast-paced atmosphere while enjoying competitive pay and benefits.

Benefits

Annual leave: 25 days + 8 bank holidays

Paid training

Friendly and fun work environment

Qualifications

• Excellent written and verbal communication skills.
• Experience in troubleshooting basic online retail store processes preferred.
• Ability to work part-time including weekends, evenings, and holidays.

Responsibilities

• Answer emails and respond to guests across social media.
• Identify and resolve issues impacting guest experiences.
• Maintain up-to-date knowledge of products.

Skills

Communication

Multitasking

Customer Service

Empathy

Tools

Word

Excel

Job description

Be a part of something special where you help create magical moments for customers of all ages! We’re looking for an outstanding Customer Support Agent to engage customers through entertaining and magical interactions! Please note that this is a hybrid role working 2 days in the Hammersmith office in London and 3 days working from home.

About the company
Our client, one of the leading global customer experience companies, is seeking a Customer Support Agent for a hybrid work from home – office role in Hammersmith. Our client supplies local and global clients with forward-leaning customer experience solutions via voice, chat, social media etc. They employ 30,000 Customer Support Agents at 69 offices, across 26 countries. By leveraging their capabilities across their global team, they are able to provide customer care, sales and technical support with a particular focus on the financial services, telecoms, retail, public service & utility sectors.

About the role and responsibilities
As a Customer Support Agent, you will receive an orientation induction followed by product and social training which will be conducted remotely and your responsibilities will include:

• Answer emails and respond to guests across different social media platforms to assist guests while ensuring you provide the best retail experience in the world!
• Monitor Guest queries via Social Media, flagging any concerning/ sensitive content to the Guest service team
• Identify and resolve issues that impact guests’ experiences
• Channel escalated issues to appropriate supervisory staff
• Maintain up-to-date knowledge of products and updates to the product
• Support with communication between Guest Services and other internal departments
• To ensure all relevant Guest information, and detail of query is recorded accurately and timely in the CRM within the agreed timeframe
• Demonstrate a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate and appropriate information is always given
• Multitask in systems while patiently providing updates or instructions to guests
• Work independently with discipline and motivation to succeed in a virtual environment
• Work in a highly structured environment where full adherence is expected

About you
As a Customer Support Agent you should have/be:

• Excellent written and verbal communication skills
• Able to maintain 100% strict adherence to the assigned schedule
• Able to work a variety of shifts, including evenings, weekends, and holidays
• Strong computer knowledge (Word and Excel and knowledge of other systems in relation to Customer Support)
• Ability to help customers facing issues without further escalation
• Willingness to follow procedures and adhere to policies
• Able to multitask while talking to customers on the phone
• Able to thrive in a fast-paced work environment
• An excellent communicator and team player
• Able to actively listen to customer needs and demonstrate empathy
• Experience troubleshooting basic online retail store process (preferred)
• Previous call centre and/or work from home experience (preferred)

About the hours & rewards
As a Customer Support Agent you will receive:

• Salary of £25,500 per annum
• Annual leave amounts: 25 days + 8 bank holidays that can be taken as a day in lieu if scheduled to work
• Work experience for a global entertainment company
• Paid training
• Friendly and fun work environment
• Good location close to all local amenities, tube and train station

The successful Customer Support Advisor will be required to work 37.5 hours a week on a shift pattern that includes working Monday to Friday and Saturday to Sunday (two weekends in a month). The working hours rotate weekly, including 8.00 am - 4.30 pm, 9.00 am - 5.30 pm and 10.30 am - 7.00 pm. The weekend rotation will include two working weekends, followed by two non-working weekends. The hours for the weekend are 9.00 am – 5.00 pm and 10.00 am – 6.00 pm.

Hybrid working: 2 days in Hammersmith office, London and 3 days working from home. Please note that during the first weeks more presence in the office will be required to fully settle in the role.

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Created on 22/06/2025 by TN United Kingdom