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- Tasks: Provide top-notch customer service via email and live chat, handling inquiries and returns.
- Company: Join P&Co, a vibrant brand in the Jewellery Quarter, Birmingham, focused on customer satisfaction.
- Benefits: Enjoy a 40% discount, quarterly allowances, team bonding events, and mental health support.
- Why this job: Be part of a growing team that values your input and offers a fun, supportive culture.
- Qualifications: Excellent communication skills and attention to detail; experience preferred but not mandatory.
- Other info: Work from Home Wednesdays and Friday beers for a balanced work-life vibe!
The predicted salary is between 24000 - 36000 £ per year.
We are seeking a detail-oriented and proactive Customer Support Agent to join our team in Birmingham. The successful candidate will be responsible for providing exceptional customer service via email and live chat, processing returns, monitoring customer reviews, reporting and communicating customer satisfaction to the Senior team.
In this role, your primary focus will be on ensuring exceptional customer satisfaction throughout the year. You will be responsible for delivering excellent service via email and live chat, addressing customer inquiries and resolving issues promptly and efficiently. Additionally, you will handle product returns, ensuring a smooth and hassle-free process for customers. A key aspect of the role will involve monitoring customer reviews and feedback, identifying patterns, and reporting on customer satisfaction metrics. You will collaborate closely with the Senior team, offering valuable insights to help continuously enhance the overall customer experience. Your attention to detail and dedication to customer happiness will be vital as we support the company’s ongoing growth and success.
Key Responsibilities
- Provide exceptional customer service via email and live chat, responding to inquiries and resolving issues in a timely and professional manner.
- Process returns and exchanges, ensuring that they are tracked and processed accurately.
- Monitor and respond to customer reviews via Trustpilot and Reviews.io.
- Identify and report customer trends and issues to the senior team to improve the overall customer experience.
- Drive customer satisfaction and retention through a well executed customer journey.
- Maintain and improve our post-enquiry customer satisfaction score of 4.6+
- Improve first time response rates and ticket resolution times.
- Help to shape a strategy to offer best in class customer service.
- Develop and take pride in your own personal customer satisfaction score with our support platform.
- Collaborate with cross-functional teams to ensure that all customer support processes are efficient and effective.
- Assist with ad hoc tasks as needed.
Key Skill Requirements
- You must be able to travel to our Birmingham, UK office four days a week to perform your duties effectively.
- While having over a year of experience in customer support or a related field is preferred, it is not a strict requirement.
- We are looking for someone with excellent communication skills, both written and verbal, who can clearly and effectively interact with customers.
- Being detail-oriented is essential, as you will need to manage multiple tasks and meet deadlines efficiently.
- A proactive and solution-oriented mindset is crucial for addressing and resolving issues promptly.
- Proficiency in Microsoft Office and Google Suite is required, along with strong organizational skills and the ability to prioritize tasks effectively.
- Additionally, a solid understanding of customer service best practices will help you contribute to delivering outstanding service and improving the overall customer experience.
At P&Co, we value both professional development and personal well-being, offering a range of benefits designed to create a positive, supportive work environment. Our team members enjoy a 40% discount on our website and receive a quarterly allowance to spend on our products, allowing you to stay connected with the brand and its latest collections. We prioritize team bonding and company culture with quarterly team hikes or team-building days, encouraging collaboration and camaraderie outside the office. Additionally, you’ll have the opportunity to attend exclusive brand events, immersing yourself in the P&Co lifestyle. Our team’s mental health and well-being matter to us, which is why we provide mental health support, including access to online therapy sessions. For those who have been with us for over a year, we offer a performance-based bonus scheme to reward your hard work. We also believe in a healthy work-life balance. That’s why we have Work from Home Wednesdays, giving you flexibility in your schedule, and Friday beers with an early finish to kickstart your weekend and unwind with colleagues.
Customer Support Agent employer: & Co
Contact Detail:
& Co Recruiting Team
careers@pand.co
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Familiarise yourself with the customer service tools and platforms that P&Co uses. Being well-versed in these systems will not only help you during the interview but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Research common customer service scenarios and best practices. Prepare examples of how you've successfully handled similar situations in the past, as this will showcase your problem-solving skills and ability to deliver exceptional service.
✨Tip Number 3
Engage with P&Co's online presence, especially their customer reviews on Trustpilot and Reviews.io. Understanding customer feedback will give you insights into their strengths and areas for improvement, which you can discuss during your interview.
✨Tip Number 4
Highlight your communication skills by preparing to discuss how you would handle difficult customer interactions. Being able to articulate your approach to resolving issues will show that you're ready to contribute positively to the team.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support. Emphasise your communication skills and any specific achievements that demonstrate your ability to resolve customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how you've provided exceptional customer service in the past and how you can contribute to improving customer satisfaction at P&Co.
Showcase Attention to Detail: Since the role requires a detail-oriented approach, ensure your application is free from errors. Double-check your CV and cover letter for spelling and grammatical mistakes, as this reflects your attention to detail.
Highlight Relevant Skills: Clearly outline your proficiency in Microsoft Office and Google Suite in your application. Additionally, mention any experience with customer service platforms or tools that could be beneficial for the role.
How to prepare for a job interview at & Co
✨Research the Company
Before your interview, take some time to learn about the company’s values, culture, and recent developments. This will not only help you understand what they’re looking for but also allow you to tailor your responses to align with their goals.
✨Prepare for Common Questions
Anticipate questions related to customer service scenarios, such as how you would handle a difficult customer or resolve a complaint. Practising your answers can help you respond confidently and demonstrate your problem-solving skills.
✨Showcase Your Communication Skills
As a Customer Support Agent, excellent communication is key. During the interview, make sure to articulate your thoughts clearly and listen actively. This will showcase your ability to interact effectively with customers.
✨Highlight Your Attention to Detail
Given the role's focus on processing returns and monitoring customer reviews, be prepared to discuss examples from your past experiences where your attention to detail made a difference. This will reinforce your suitability for the position.
