Customer Service Agent

5 months ago

Leeds, United Kingdom thebigword Full time

Leeds, United Kingdom | Permanent, full-time

| £20,624 per annum

**Eradicating the final barrier of global communication**
At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We’re proud that our services support thousands of people every single day, from NHS workers to global brands across the world.

Joining our team is not just a career, it’s being part of something much bigger

**Perks That Make You Smile**
Our people are the key to our success, so we reward them with excellent benefits and perks including:

- Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real-time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
- Generous Annual Leave Entitlement that increases with length of service.
- Healthcare Cashback Plan - Health insurance products in the UK that helps people cover every day healthcare needs by providing cashback on a range of health benefits including dental and optical.
- Discounts at over 30,000 merchants for you and up to 5 family members to save on travel, electronics, tickets, cinema, and more
- Employee Assistance Program - 24-hour mental health support to help our team members live happier, healthier lives.
- Apprenticeships, Qualifications & Development Opportunities - You can also access 1000’s of online courses to enhance your personal hobbies and interests.
- Long-Service Awards, Wedding & New Baby Gifts
- Up to 2 Paid Volunteer Days - Take time off to give back to your local community, or a cause close to your heart.
- Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee - Cementing our dedication to being an equal opportunities employer, these valuable groups are active across our organisation, supporting in change initiatives across the business, and shining a light on these important areas.
- Discounted taste card membership.

**Enjoy ‘the Brainworks’, our vibrant and collaborative office**:

- Free on-site Parking
- Free Breakfast at the Brainworks.
- Zen-Den - at the Brainworks. A calm and tranquil space for prayer, relaxation, and your wellbeing
- Fun Activities - Enjoy Pool, Table-Tennis or Giant Chess along with fun and frequent events.

**The Role Unveiled**

At the heart of our operation, Customer Service supports in eradicating the final language barrier of global communication by sourcing a linguist to service our customers’ requirements or supporting clients with their bookings. Need someone fluent in legal 'jargon' in Swahili? That's our specialty

**Your Role in Action**
Our collaborative environment thrives on teamwork, where Customer Service Agents stand at the forefront, supported by Team Managers, Real-Time Analysts, and our tech wizards. Each call and booking comes with autonomy, backed by the assurance of support whenever it's needed. It's a dynamic balance between independence and a safety net, ensuring every team member can shine.
- Uncover client needs and swiftly resolve queries using insights from thebigword's Interpreting Operations department.
- Skilfully match clients with suitable linguists, providing consistent updates on progress.
- Reassure dissatisfied customers, swiftly escalating serious concerns for resolution.
- Offer real-time, empathetic customer care to both clients and linguists.
- Cultivate strong, positive relationships with clients and linguists, ensuring mutual satisfaction.
- Foster effective communication among Interpreting Services team members and departments within thebigword.
- Efficiently manage your workload while seeking managerial support when needed.
- Identify and escalate priority issues to operations management for prompt resolution.

**The Perfect Match: Your Skills & Talents**
- Thrive on making a positive impact on people's lives, excelling as a communicator and attentive listener.
- Proactively tackle challenges, showcasing a desire to understand and resolve issues.
- Embrace initiative, confident decision-making, and a strong moral compass to always 'do the right thing.'
- Driven by passion and commitment, aiming high to achieve targets while staying resilient and accountable.
- Enthusiastically contribute to team success, finding joy in collaboration and celebrating achievements with colleagues.
- If you’re experienced in Customer Service or have any experience in the language service sector, this would be a bonus

**The Opportunity Awaits

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