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Customer Service Agent

CPL UK • Caerphilly, Wales, GB • 2w ago

Location: Caerphilly (Office based)

Duration: 12 months

Pay rate: £13 per hour PAYE

Hours: 37.5 hours per week (From 8-10am to 4-6pm flex)

The company are seeking a highly skilled and dedicated Customer Service Agent to join our dynamic team. As a Customer Service Agent, you will play a crucial role in ensuring exceptional customer experiences and satisfaction. You will be responsible for handling customer inquiries, resolving issues, and providing accurate and timely information. The ideal candidate will possess excellent communication skills, a strong customer service orientation, and the ability to handle challenging situations with professionalism and empathy.

Key Responsibilities:

- Respond promptly and professionally to customer inquiries via various channels.

- Provide accurate and comprehensive information to customers regarding products, services, policies, and procedures.

- Identify and assess customer needs, effectively troubleshoot problems, and provide appropriate solutions or escalate issues to the appropriate department.

- Process customer orders, returns, exchanges, and refunds in accordance with company policies and guidelines.

- Maintain accurate and detailed records of customer interactions, transactions, inquiries, and complaints in the customer relationship management (CRM) system.

- Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution.

- Proactively identify opportunities to improve customer satisfaction and provide feedback to the management team.

- Stay up to date with product knowledge, industry trends, and company updates to effectively address customer inquiries and provide accurate information.

- Adhere to established service level agreements (SLAs) and maintain a high level of professionalism, empathy, and courtesy in all customer interactions.

- Contribute to a positive and collaborative team environment by actively participating in meetings, training sessions, and sharing knowledge and best practices with colleagues.

Minimum Qualifications:

- High school qualifications or equivalent

-At least 1 year customer service experience

- Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook)

- Experience using Customer Service software

Preferred Qualifications:

- Ability to interact professionally with others and work independently in a fast-paced environment

- Prior experience utilizing a multi-line telephone system

- Strong problem solving and interpersonal skills

- Excellent verbal and written communication skills

- Highly dependable team player

- Ability to prioritize workload and complete responsibilities on time

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