Customer Service Representative

5 days ago

Northampton, Northamptonshire, United Kingdom The Recruitment Co. Full time
About the Role

We are seeking a highly skilled and motivated Customer Service Advisor to join our team at The Recruitment Co. as a Customer Service Representative. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Handling Inbound Calls: Respond to customer inquiries and resolve issues in a timely and professional manner.
  • System Management: Utilize multiple in-house systems to manage and record calls, update customer records, and process customer requests.
  • Triage and Escalation: Triage calls to internal departments and escalate issues as necessary to ensure customer satisfaction.
  • Customer Service: Provide exceptional customer service and aim for first-time resolution.
  • SLA and KPI Management: Work in line with client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Requirements
  • Previous Customer Service Experience: Previous experience in a customer-facing role, preferably in a call center environment.
  • Strong IT Skills: Proficiency in using multiple systems and a willingness to learn new technologies.
  • Decision-Making and Initiative: Ability to make decisions and use initiative to resolve customer issues.
  • Resilience and Adaptability: Resilient and calm approach, with the ability to adapt to changing situations.
  • DBS Check: Ability to pass a DBS check.
  • Technical Requirements: Own Windows 11 laptop or desktop and headset.
Working Hours and Location

This is a full-time role, working 37.5 hours per week, Monday to Sunday, with shifts between 8am and 8pm on a rota basis. You must be fully flexible to work the above hours and days.

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