At a Glance
- Tasks: Deliver exceptional customer support via phone, email, and live chat.
- Company: Join a dynamic international business in mobile technology and consumer electronics.
- Benefits: Competitive salary, supportive team environment, and opportunities for growth.
- Other info: Flexible working hours with potential for career advancement.
- Why this job: Be part of a growing team making a real impact in customer service.
- Qualifications: 2 years' experience in customer service and strong communication skills.
The predicted salary is between 28000 - 35000 £ per year.
Location: Bracknell, Berkshire
Salary: £28,000 - £35,000 per annum
Working Pattern: Full-time, office-based / 5 days per week in the office
Experience: Minimum 2 years' relevant experience
The Opportunity
We are recruiting for a Customer Service Specialist to join a growing international business operating within the mobile technology and consumer electronics sector. The business specialises in the distribution of pre-owned and refurbished mobile devices, working with leading consumer technology brands and retailers to deliver a range of customer programmes, including mobile phone trade-ins, device buy-backs and refurbished device sales. This is an excellent opportunity for an experienced customer service professional to join a growing team, supporting customers across the UK and wider EMEA region. You will be responsible for delivering an excellent customer experience across telephone, email and live chat, handling enquiries, resolving complaints and managing queries relating to orders, trade-ins, payments, returns and warranties.
Key Responsibilities
- Provide customer support via telephone, email and live chat across multiple customer programmes.
- Handle enquiries relating to mobile device trade-ins, buy-backs, refurbished device sales and associated services.
- Support customers throughout the trade-in process, including submissions, device receipt, inspections and valuations.
- Respond to queries regarding orders, payments, refunds, credits and payment status.
- Manage returns, replacements and warranty claims, ensuring cases are resolved efficiently.
- Take ownership of customer complaints, providing timely resolutions and escalating more complex issues where necessary.
- Work towards customer service KPIs, including service levels, response times and first-contact resolution.
- Accurately record customer interactions, enquiries and outcomes within the relevant ticketing systems.
- Liaise with internal departments, including logistics, quality control and finance, to resolve outstanding customer queries.
- Follow established procedures and ensure compliance with data protection requirements, including UK GDPR.
- Identify recurring customer issues and recommend improvements to processes and service delivery.
About You
To be successful in this role, you will ideally have:
- At least 2 years' experience within a customer service or contact-centre environment.
- Excellent written and verbal communication skills.
- Experience handling customer enquiries across telephone, email and live chat.
- A strong understanding of customer service KPIs and working towards performance targets.
- Experience using ticketing systems or customer relationship management (CRM) software.
- The ability to manage multiple enquiries and processes simultaneously.
- A calm, professional and empathetic approach when dealing with customer complaints.
- Strong attention to detail and the ability to accurately maintain customer records.
- A good understanding of data protection and customer confidentiality.
- Basic knowledge of mobile devices and common smartphone queries.
- Flexibility to work shifts, including occasional weekends and bank holidays on a rota basis.
Desirable Experience
- Experience within the mobile phone, telecommunications, electronics or e-commerce sectors.
- Previous exposure to device trade-in, buy-back, warranty or refurbished technology programmes.
- Experience supporting multiple brands or customer programmes within an outsourced or BPO environment.
- Additional European language skills, such as French, German, Spanish or Italian.
- Knowledge of the Consumer Rights Act 2015.
The Company
You will be joining an established international business operating within the global mobile technology and refurbished device market. With operations across the UK, Europe, the Americas and Asia-Pacific, the organisation works with major technology manufacturers, retailers and commercial partners to extend the lifecycle of mobile devices and support the growing secondary technology market. The business has an entrepreneurial culture, placing real emphasis on teamwork, flexibility, accountability and continuous improvement. As its customer programmes continue to expand, this is an exciting opportunity to become part of a growing operation.
Customer Service Specialist in Bracknell employer: Robert Half Careers
Join a dynamic and innovative international organisation in Manchester, where your expertise as a Group Reporting Manager will be valued and impactful. With a strong focus on employee development, a collaborative work culture, and the opportunity to work closely with senior leadership, this role offers not just a competitive salary and bonus but also a chance to contribute to meaningful improvements within the finance function. Embrace the entrepreneurial spirit of our growing team and take your career to new heights in a supportive environment that champions professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in Bracknell
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Robert Half Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Robert Half Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist in Bracknell
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Robert Half Careers:Your cover letter is your chance to shine! Tell us why you want to work at Robert Half Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Robert Half Careers!
How to prepare for a job interview at Robert Half Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
