Customer Service Representative

Overview

Join to apply for the Customer Service Representative role at Advanced Total Supplies Ltd.

Location: Rugby / Hybrid. Department: Customer Service / Call Centre. Reports To: Customer Service Manager.

Candidates are required to submit a covering letter when applying.

Job Overview

We are looking for a dynamic and customer-oriented Customer Service Representative to join our growing team. The successful candidate will be responsible for handling inbound and outbound calls, providing exceptional service, and resolving customer queries in a timely and professional manner. The ideal candidate will possess strong communication skills, a positive attitude, and the ability to handle various customer situations with efficiency and courtesy.

Essential Criteria

• Education and Experience:
  • GCSE or equivalent in Maths and English.
  • Previous experience in a customer service, call centre, or similar role is essential.
  • Ability to demonstrate a strong understanding of customer service principles and best practices.
• Communication Skills:
  • Excellent verbal and written communication skills with the ability to convey information clearly and professionally.
  • Ability to actively listen to customers and respond with empathy and understanding.
  • Confidence in handling a variety of customer enquiries and issues, with the ability to communicate calmly and effectively in stressful situations.
• Customer Focus:
  • A customer-centric attitude with a strong commitment to providing outstanding service.
  • Ability to build rapport quickly and establish trust with customers, ensuring their needs are met.
  • Ability to handle customer complaints and concerns in a professional and constructive manner.
• Problem Solving and Analytical Skills:
  • Strong problem-solving abilities with a proactive approach to resolving customer issues.
  • Ability to think critically and quickly to assess customer needs and provide appropriate solutions.
  • Ability to handle complex situations and escalate issues when necessary.
• Organisational Skills:
  • Excellent time management skills with the ability to prioritize tasks and manage a high call volume efficiently.
  • Attention to detail in documenting customer interactions accurately in the system.
  • Strong organizational skills to manage multiple customer queries simultaneously without compromising on quality.
• Technological Proficiency:
  • Basic knowledge of using call centre software, CRM systems, and standard office software (e.g., Microsoft Office or similar).
  • Ability to adapt to new technologies and tools quickly, with the capacity to troubleshoot technical issues when necessary.
• Teamwork and Collaboration:
  • Ability to work effectively as part of a team, collaborating with colleagues and supervisors to achieve performance goals.
  • Willingness to share knowledge and assist team members when needed.
  • Ability to accept feedback and make improvements where necessary.
• Flexibility and Availability:
  • Availability to work flexible shifts, including evenings, weekends, and holidays as required.
  • Ability to adapt to a dynamic work environment and handle changing priorities with ease.

Desirable Criteria

• Industry-Specific Knowledge:
  • Experience or knowledge of online retail is a bonus.
• Experience with Performance Metrics:
  • Familiarity with call centre KPIs (Key Performance Indicators) such as call handling time, customer satisfaction, and first-call resolution is an advantage.

Personal Attributes

• Patient and Empathetic: Ability to remain calm and empathetic even in challenging customer interactions.
• Resilient: Ability to handle rejection and maintain a positive attitude after difficult calls or situations.
• Positive Attitude: An enthusiastic and approachable demeanour, with a focus on making customers feel valued.
• Detail-Oriented: Careful and precise in performing tasks, ensuring accuracy in customer records and responses.
• Self-Motivated: Capable of working independently and taking ownership of individual performance.

Key Responsibilities

• Answer inbound calls, emails, or chats from customers promptly and professionally.
• Provide accurate information about products, services, and policies to customers.
• Resolve customer queries, complaints, or issues by providing solutions or escalating to the appropriate team.
• Maintain high levels of customer satisfaction by ensuring a positive customer experience with every interaction.
• Document customer interactions in the company\’s CRM system, ensuring all details are accurate and up to date.
• Handle basic troubleshooting, billing, order processing, or product/service enquiries as required.
• Adhere to quality standards, procedures, and company policies during all customer interactions.
• Meet or exceed individual and team performance targets, including call handling time, first-call resolution, and customer satisfaction metrics.
• Participate in training sessions, workshops, and team meetings to stay updated on product knowledge and customer service best practices.
• Collaborate with team members and supervisors to continuously improve service quality and customer experience.

Required Skills And Qualifications

• Demonstrable experience of working in a customer facing role, ideally within a contact centre environment.
• Excellent communication skills, both verbal and written. As important is the ability to listen and not just hear.
• Strong problem-solving abilities and conflict resolution skills.
• Ability to multitask and handle high call volumes in a fast-paced environment.
• Patience and empathy when dealing with customers.
• Familiarity with CRM software and Microsoft Office Suite (or similar software).
• Good attention to detail and organisational skills.
• Ability to work independently and as part of a team.
• Personable and friendly manner.
• Flexibility to work different shifts, including evenings, weekends, and holidays if needed.

Preferred Skills

• Previous experience in online retail would be an advantage.
• Knowledge of call centre metrics and performance indicators.
• GCSE or equivalent in English & Maths.

Work Environment

• Full-time position with rotating shifts.
• Office based with potential for working from home 1 day a week post probation.
• Positive and collaborative team culture.

Why Join Us?

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A supportive work environment focused on employee well-being and success.
• Staff wellness program.

How To Apply

Please submit your CV and a cover letter detailing your relevant experience and how you meet the requirements of the role.

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