Lead Customer Service Agent

7 months ago

Caerphilly, United Kingdom Ecolab Full time
JOB DESCRIPTION

Lead Customer Service Associate

The Lead Customer Service Associate is a pivotal role within the customer service department, responsible for providing advanced customer support while actively developing the skills and knowledge required to transition into a team leadership position. This position primarily focuses on delivering exceptional customer service, with approximately 85% of the job responsibilities dedicated to core workload and assisting customers. Additionally, the Lead Customer Service Associate provides limited support to the team and actively participates in learning and growth opportunities to prepare for a future leadership role.

Responsibilities:

Customer Service Activities (85%):

- Serve as a knowledgeable resource for customers, addressing inquiries, resolving issues, and providing support through various communication channels (phone, email, chat, .

- Handle complex customer concerns and complaints, ensuring prompt and satisfactory resolutions.

- Demonstrate expertise in product knowledge to assist customers with inquiries, troubleshooting, and providing accurate information.

- Strive to exceed customer expectations by delivering personalized and empathetic interactions.

- Collaborate with cross-functional teams to resolve intricate customer issues and provide seamless customer experiences.

- Maintain accurate and detailed customer records, including interactions, transactions, and case notes.

- Identify opportunities for process improvement and contribute to enhancing the overall customer service experience.

- Stay updated on product features, policies, and industry trends to provide accurate and up-to-date information to customers.

- Actively seek customer feedback and contribute to improving products, services, and processes based on customer insights.

Support to the Team and Personal Development (15%):

- Assist the team in daily operations, such as knowledge sharing, providing guidance, and collaborating on problem-solving.

- Actively participate in team meetings, contributing ideas and feedback to improve service quality and operational efficiency.

- Collaborate with the team to develop and maintain customer service guidelines, standards, and best practices.

- Support the training and onboarding of new team members by sharing expertise and assisting in their development.

- Engage in learning opportunities, such as training programs or workshops, to enhance customer service skills and leadership capabilities.

- Seek feedback from supervisors and peers to identify areas for improvement and actively work on self-development.

- Contribute to projects or initiatives aimed at improving team performance, customer satisfaction, or operational effectiveness.

- Foster a positive and collaborative team environment, promoting open communication and a customer-centric mindset.

Requirements:

- Proven experience in a customer service role, demonstrating advanced customer support skills.

- Excellent communication and interpersonal skills, with a focus on empathy and active listening.

- Strong problem-solving abilities and the ability to handle complex customer situations with professionalism.

- Proficiency in customer service software applications and tools.

- Knowledge of customer service best practices and a commitment to delivering outstanding customer experiences.

- Demonstrated ability to work well in a team and collaborate effectively with cross-functional stakeholders.

- Strong organizational and time management skills.

- Proactive mindset with a drive for continuous learning and self-improvement.

- Flexibility to adapt to changing customer needs and business priorities.

What's in it for you

Salary starting from £25k up to £27k. dependant on experience

Investment in your training and development

25 days holiday plus 8 days Bank Holiday

4% Flexible Benefits. A wide range of benefits (extended to families) or to be used as salary increase

Pension and 4 x annual salary Life Assurance benefits

Opportunity to purchase company shares

A long-term career within a business that recognises the talent to progress, inclusive of global opportunities

This job description highlights the Lead customer service activities of the role, with a focus on developing the necessary skills and knowledge to transition into a team leadership position. The Lead Customer Service Associate actively contributes to the team's success while engaging in personal development activities to prepare for future leadership responsibilities.

Our Commitment to Diversity and Inclusion

At Ecolab, we believe the best teams are diverse and inclusive, and we are on a journey to create a workplace where every associate can grow and achieve their best. We are committed to fair and equal treatment of associates and applicants. We recruit, hire, promote, transfer and provide opportunities for advancement on the basis of individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, we will not discriminate against any associate or applicant for employment because of race, religion, colour, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran.

In addition, we are committed to furthering the principles of Equal Employment Opportunity (EEO) through Affirmative Action (AA). Our goal is to fully utilize minority, female, disabled and covered veteran individuals at all levels of the workforce. Ecolab is a place where you can grow your career, own your future and impact what matters.


Our Commitment to Diversity and Inclusion

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.

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