ROLE DETAIL

Position Title:

Customer Service Rep

JOB OBJECTIVE

A Customer Service Representative, also known as a Customer Support Agent or Client Service Advisor, is a frontline professional responsible for providing assistance and support to customers before, during, and after their interactions with a company. They play a crucial role in ensuring positive customer experiences and resolving issues to maintain customer relationship.

KEY RESPONSIBILITIES

• Assist customers with inquiries, requests, and complaints via telephone, email, chat, or face-to-face interactions, delivering accurate and timely information and assistance to meet their needs.
• Listen actively to customers' concerns, showing empathy, patience, and professionalism in every interaction, and strive to understand and address their needs effectively.
• Resolve customer issues and complaints promptly and efficiently, using problem-solving skills, comprehensive product knowledge, and adherence to company policies and procedures to find suitable resolutions.
• Process orders, returns, refunds, and exchanges accurately and efficiently, following established procedures and documentation requirements to ensure customer satisfaction and compliance with regulations.
• Liaise with other departments, such as sales, logistics, and technical support, to coordinate responses to customer inquiries, resolve issues, and escalate complex problems as necessary for timely resolution.
• Maintain precise records of customer interactions, transactions, and resolutions using customer relationship management (CRM) software or databases for documentation and reporting purposes.

• Promote company products, services, and special offers to customers based on their requirements and preferences, identifying opportunities for upselling or cross-selling to enhance customer satisfaction and drive sales revenue.
• Communicate effectively with customers, colleagues, and other stakeholders to build positive relationships, address concerns, and promote effective credit management practices within the organisation.

PROJECT/CLIENT REQUIREMENT

1. Skills Qualification

Yes

2. Previous Experience

Yes

3. Right to Work in the UK

Yes

4. Security Screening

Yes

5. Means of Travel

Yes