We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative at our Benfleet, Essex location. As the first point of contact for our valued customers, you will play a vital role in delivering exceptional service, resolving inquiries efficiently, and ensuring a positive customer experience at every touchpoint.
Job Purpose
The purpose of this role is to provide outstanding customer support by handling inquiries, resolving issues promptly, and maintaining high levels of customer satisfaction. You will be responsible for ensuring that all customer interactions are handled with empathy, professionalism, and efficiency, while meeting key performance targets related to response times, resolution rates, and service quality.
Job Duties and Responsibilities
Achieve customer satisfaction score targetsResolve inquiries within SLA timeframesMaintain first-contact resolution rate above targetAccurately log and update all customer interactionsIdentify and escalate complex issues promptlyUtilize CRM software and ticketing systems to manage customer casesCommunicate effectively with customers via phone and digital channelsDemonstrate empathy and active listening to understand customer needsApply problem-solving skills to resolve issues efficientlyManage time effectively to handle high volumes of inquiries
