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Inbound Customer Service Agent

3 months ago

Sheffield, United Kingdom Unity Connect Full time

Inbound Customer Service Agent:

Working Hours: 9:00am to 5:30pm and 11:30am to 8:00pm, Mon - Sun, 5 days a week


Position Overview:

We are seeking a highly motivated and enthusiastic Inbound Customer Service Agent to join our team. As an Inbound Customer Service Agent, you will be responsible for providing exceptional customer service by taking calls, making calls, responding to emails, answering live chat inquiries, creating returns, and going above and beyond to ensure an amazing customer experience. If you have excellent communication skills, a passion for helping others, and the ability to thrive in a fast-paced environment, this role is perfect for you.


Responsibilities:

  • Customer Interaction: Handle incoming calls, make outbound calls, respond to emails, and engage in live chat conversations to assist customers with their inquiries, concerns, and requests.
  • Issue Resolution: Effectively troubleshoot and resolve customer issues, complaints, and escalations with a focus on first-contact resolution.
  • Returns and Exchanges: Process customer returns and exchanges, ensuring a seamless and hassle-free experience for customers while adhering to company policies and procedures.
  • Product Knowledge: Develop a comprehensive understanding of our products and services to provide accurate and helpful information to customers.
  • Problem-Solving: Demonstrate strong problem-solving skills by actively listening to customers, identifying their needs, and finding appropriate solutions.
  • Customer Retention: Strive to build and maintain strong customer relationships by providing personalised and empathetic support, fostering customer loyalty, and addressing their concerns.
  • Above and Beyond: Go the extra mile to exceed customer expectations by providing exceptional service, anticipating needs, and proactively offering assistance or recommendations.
  • Documentation and Reporting: Accurately record customer interactions, issues, and resolutions in the customer relationship management (CRM) system, ensuring comprehensive documentation for future reference.
  • Collaboration: Collaborate with cross-functional teams such as Sales, Operations, and Technical Support to ensure a seamless customer experience and resolve complex customer issues.
  • Continuous Improvement: Actively participate in training sessions and workshops to enhance product knowledge, customer service skills, and stay updated with company policies and industry trends.


Qualifications:

  • Proven experience in a customer service or support role, preferably in a call centre or similar environment.
  • Excellent communication skills, both verbal and written, with the ability to convey information clearly, concisely, and professionally.
  • Strong problem-solving abilities, with a customer-centric mindset and a keen attention to detail.
  • Ability to work independently and as part of a team, managing multiple tasks simultaneously while maintaining a high level of accuracy and productivity.
  • Proficient computer skills and experience using customer service software, CRM systems, and live chat platforms.
  • Empathy and patience to handle difficult customer situations with professionalism and a positive attitude.
  • Adaptability and flexibility to work in a fast-paced, dynamic environment with shifting priorities and evolving processes.
  • Strong organisational and time management skills to meet deadlines and handle a high volume of customer inquiries.
  • Willingness to go above and beyond to deliver exceptional customer experiences.


Key Attributes:

  • Excellent communication skills, both verbal and written.
  • Empathy and the ability to understand and connect with customers.
  • Problem-solving skills to address customer issues effectively.
  • Patience and the ability to handle difficult customer situations calmly.
  • Adaptability and flexibility to navigate changing customer needs and demands.
  • Strong attention to detail to ensure accurate and precise customer interactions.
  • Proactive and resourceful, taking the initiative to go above and beyond for customers.
  • Strong organisational and time management skills to handle multiple tasks and prioritise effectively.
  • Team player mentality, collaborating with colleagues to provide seamless customer experiences.
  • A positive attitude and a genuine passion for delivering exceptional customer service.


If you are passionate about providing outstanding customer service and thrive in a customer-centric role, we would love to hear from you. Join our team as a Customer Champion and make a difference in our customers' lives while contributing to the success of our organisation.