At a Glance
- Tasks: Be the first point of contact for customers, resolving inquiries and providing exceptional service.
- Company: Join Custodia, a company committed to excellence in customer service.
- Benefits: Enjoy a competitive salary, free gym membership, healthcare, and 28 days holiday.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real impact by enhancing customer experiences and building relationships.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 26000 - 28000 £ per year.
Location: Booths Park, Knutsford, WA16 8GS
Salary: £26 - £28k per annum
Reports to: CoE Customer Service Manager
Shift times: 6am - 2:30pm, 2pm - 10:30pm, 10.00pm - 6.30am
Office based
As a CoE Representative, you will be the first point of contact for customers, handling inquiries, fulfilling customer requests and resolving basic issues, and providing exceptional service. Working under the guidance of the CoE Manager, you will play a crucial role in ensuring customer satisfaction and representing Custodia’s commitment to excellence. This role is ideal for professionals with strong interpersonal skills, attention to detail, and a passion for delivering outstanding customer experiences.
Key Responsibilities:
- Customer Interaction & Support: Act as the first line of contact for customer inquiries via email, phone, or chat, ensuring timely and professional responses.
- Log, categorize, and escalate customer issues or requests to the appropriate teams, following established workflows.
- Provide accurate information about Custodia’s services, resolving common queries and basic issues.
- Maintain a polite and empathetic approach to customer interactions, focusing on customer satisfaction and relationship building.
- Perform follow-ups to ensure that customer issues are resolved and that they are informed about the status of their requests.
- Issue Documentation & Escalation: Accurately document customer interactions, including complaints, technical issues, and requests, in the ticketing system.
- Identify recurring customer issues and escalate them to the CoE Manager or Tech lead as necessary.
- Monitor and track open cases, ensuring adherence to service level agreements (SLAs) for response and resolution times.
- Collaboration with Teams: Collaborate closely with the Tech Support Team to ensure seamless handoff of technical issues requiring L2 or L3 expertise.
- Communicate effectively with the CoE Manager regarding escalations, feedback, and suggestions for improving customer service processes.
- Participate in team meetings and training sessions to stay up to date with company policies, product knowledge, and best practices.
- Collaborate with the Professional Services Team.
- Customer Satisfaction & Professionalism: Strive to exceed customer expectations in every interaction, ensuring a positive and professional impression of Custodia.
- Contribute to customer retention efforts by addressing concerns promptly and effectively.
- Adhere to company values and exhibit professionalism in appearance, punctuality, and communication.
- Process Adherence & Continuous Improvement: Follow defined workflows and standard operating procedures (SOPs) to maintain consistency and efficiency in customer service.
- Identify opportunities to improve processes and communicate them to the CoE Manager.
- Contribute to team performance by meeting individual targets for response times, resolution rates, and customer satisfaction scores.
Qualifications & Skills:
- Required:
- High school diploma or equivalent; a bachelor’s degree in Technology, Business, or a related field is a plus.
- 1+ years of experience in a customer service role or related field.
- Strong verbal and written communication skills, with the ability to convey information clearly and professionally in English.
- Proficiency in using ticketing tools and customer service software.
- Basic technical troubleshooting skills and an eagerness to learn Custodia’s service offerings.
- Must be ready to work shifts.
- Preferred:
- Industry certifications such as ITIL Foundation, Customer Service Excellence Certification, or equivalent.
- Familiarity with hybrid cloud environments, enterprise infrastructures and technical service delivery.
- Experience working in a team-oriented, collaborative environment.
Key Traits:
- Reliability: Punctual, dependable, and consistent in delivering high-quality work.
- Problem-Solving: Ability to identify issues, troubleshoot basic problems, and escalate when necessary.
- Customer-Focused: Demonstrates patience, empathy, and a strong commitment to customer satisfaction.
- Professionalism: Maintains a polished and positive demeanour when representing Custodia.
- Teamwork: Works collaboratively with colleagues to achieve shared goals and support the team.
Benefits:
- On site Free GYM membership
- BUPA Dental & healthcare
- Health Assured app
- 28 days holiday (excluding Bank Holidays)
- Fabulous working location
- Free onsite parking
CoE Customer Service Represenative employer: Custodia
Custodia is an exceptional employer located in the picturesque Booths Park, Knutsford, offering a vibrant work culture that prioritises employee well-being and professional growth. With benefits such as free gym membership, comprehensive healthcare, and 28 days of holiday, we foster a supportive environment where customer service representatives can thrive and develop their skills while making a meaningful impact on customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land CoE Customer Service Represenative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Custodia. Understand their values, services, and what makes them tick. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling inquiries and resolving issues during the actual interview.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your interpersonal skills and how you've successfully dealt with customers in the past. Remember, it's all about demonstrating your ability to provide exceptional service and build relationships.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace CoE Customer Service Represenative
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the CoE Customer Service Representative role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you’re genuinely interested in the position!
Show Off Your Communication Skills:Since this role is all about interacting with customers, it’s crucial to demonstrate your strong verbal and written communication skills. Use clear and professional language in your application to give us a taste of how you’d communicate with our customers.
Be Personable and Professional:We love candidates who can balance professionalism with a friendly approach. Make sure your application reflects your personality while maintaining a polished tone. This will help us see how you might connect with our customers!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Custodia
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service. Understand common queries and issues that customers might face, especially those related to Custodia’s services. This will help you respond confidently and accurately during the interview.
✨Showcase Your Communication Skills
Since this role requires strong verbal and written communication, practice articulating your thoughts clearly. Consider role-playing with a friend or family member to simulate customer interactions, focusing on maintaining a polite and empathetic tone.
✨Familiarise Yourself with the Company
Research Custodia and its services thoroughly. Knowing the company’s values and how they approach customer satisfaction will allow you to align your answers with their expectations and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer focus. Think of examples from your past experiences where you successfully resolved issues or exceeded customer expectations, and be ready to share these stories during the interview.
