Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Engage customers through magical interactions via email and social media.
- Company: Join a leading global customer experience company with 30,000 agents across 26 countries.
- Benefits: Enjoy a hybrid work model, 25 days annual leave, and a fun work environment.
- Why this job: Be part of a team that creates memorable experiences for customers while working flexibly.
- Qualifications: Strong communication skills and ability to multitask in a fast-paced environment required.
- Other info: Work hours include weekends; training provided to help you succeed.
The predicted salary is between 20400 - 30600 £ per year.
Be a part of something special where you help create magical moments for customers of all ages! We’re looking for an outstanding Customer Support Agent to engage customers through entertaining and magical interactions! Please note that this is a hybrid role working 2 days in the Hammersmith office in London and 3 days working from home.
About the role and responsibilities:
- Answer emails and respond to guests across different social media platforms to assist guests while ensuring you provide the best retail experience in the world!
- Monitor Guest queries via Social Media, flagging any concerning/ sensitive content to the Guest service team.
- Identify and resolve issues that impact guests’ experiences.
- Channel escalated issues to appropriate supervisory staff.
- Maintain up-to-date knowledge of products and updates to the product.
- Support with communication between Guest Services and other internal departments.
- Ensure all relevant Guest information, and detail of query is recorded accurately and timely in the CRM within the agreed timeframe.
- Demonstrate a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate and appropriate information is always given.
- Multitask in systems while patiently providing updates or instructions to guests.
- Work independently with discipline and motivation to succeed in a virtual environment.
- Work in a highly structured environment where full adherence is expected.
About you:
- Excellent written and verbal communication skills.
- Able to maintain 100% strict adherence to the assigned schedule.
- Able to work a variety of shifts, including evenings, weekends, and holidays.
- Strong computer knowledge (Word and Excel and knowledge of other systems in relation to Customer Support).
- Ability to help customers facing issues without further escalation.
- Willingness to follow procedures and adhere to policies.
- Able to multitask while talking to customers on the phone.
- Able to thrive in a fast-paced work environment.
- An excellent communicator and team player.
- Able to actively listen to customer needs and demonstrate empathy.
- Experience troubleshooting basic online retail store process (preferred).
- Previous call centre and/or work from home experience (preferred).
About the hours & rewards:
- Salary of £25,500 per annum.
- Annual leave amounts: 25 days + 8 bank holidays that can be taken as a day in lieu if scheduled to work.
- Work experience for a global entertainment company.
- Paid training.
- Friendly and fun work environment.
- Good location close to all local amenities, tube and train station.
The successful Customer Support Advisor will be required to work 37.5 hours a week on a shift pattern that includes working Monday to Friday and Saturday to Sunday (two weekends in a month). The working hours rotate weekly, including 8.00 am - 4.30 pm, 9.00 am - 5.30 pm and 10.30 am - 7.00 pm. The weekend rotation will include two working weekends, followed by two non-working weekends. The hours for the weekend are 9.00 am – 5.00 pm and 10.00 am – 6.00 pm.
Please note that during the first weeks more presence in the office will be required to fully settle in the role.
Customer Support Agent - Hybrid employer: ErecruitSmart
Contact Detail:
ErecruitSmart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent - Hybrid
✨Tip Number 1
Familiarise yourself with the company's products and services. Understanding what they offer will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in a virtual setting. Since this role involves engaging with customers through various platforms, being articulate and clear in your responses is crucial.
✨Tip Number 3
Showcase your ability to multitask. Prepare examples from your past experiences where you successfully managed multiple tasks simultaneously, as this is a key requirement for the role.
✨Tip Number 4
Research common customer service scenarios and how to handle them. Being able to discuss how you would approach specific customer issues can set you apart from other candidates.
We think you need these skills to ace Customer Support Agent - Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, especially any roles that involved communication via social media or handling customer queries. Use keywords from the job description to align your skills with what the company is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to create magical moments for customers. Mention specific examples of how you've successfully resolved customer issues in the past and your enthusiasm for working in a hybrid environment.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from grammatical errors and clearly conveys your thoughts. Consider including a brief example of a time when you effectively communicated with a customer.
Highlight Relevant Experience: If you have previous call centre or work-from-home experience, make sure to highlight this in your application. Discuss any familiarity with CRM systems and your ability to multitask, as these are key aspects of the role.
How to prepare for a job interview at ErecruitSmart
✨Showcase Your Communication Skills
As a Customer Support Agent, excellent written and verbal communication is key. During the interview, make sure to articulate your thoughts clearly and demonstrate your ability to engage with customers in a friendly and professional manner.
✨Demonstrate Empathy
Empathy is crucial in customer support. Be prepared to share examples of how you've handled difficult customer situations in the past, showing that you can listen actively and respond with understanding.
✨Familiarise Yourself with the Company
Research the company and its products before the interview. Understanding their customer experience solutions will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you've successfully resolved customer issues or improved their experience, as this will highlight your capability to handle real-life situations.
