Customer Service Agent

Job Description

Position Title: Customer Service Agent

Line Manager: Customer Service Team Leader

Department: Customer Operations

Location: Newcastle Upon Tyne (Office Based)

The Customer Service Agent plays a vital role in delivering a high-quality customer experience by handling customer enquiries, requests, and service issues in a professional, efficient, and friendly manner. The role focuses on resolving queries at the first point of contact, supporting customer satisfaction, and ensuring all interactions align with company standards and values.

Key Responsibilities

• Handle customer enquiries across multiple channels including phone, email, and live chat.
• Provide accurate information and support to customers regarding products and services.
• Resolve customer issues effectively, escalating complex matters when required.
• Liaise with internal teams and third-party suppliers to resolve service issues or failures.
• Maintain accurate and up-to-date customer records on internal systems.
• Identify opportunities for sales through service by promoting relevant products to existing customers.
• Manage workload effectively to meet productivity, quality, and service level targets.
• Adhere to company policies, procedures, and data protection requirements at all times.

Skills and Competencies

• Strong verbal and written communication skills.
• Customer-focused approach with a positive and professional attitude.
• Effective problem-solving and decision-making abilities.
• Ability to work independently and as part of a team.
• Resilient and calm when handling high volumes or challenging situations.
• Well-organised with good attention to detail.

Experience (Essential)

• Previous experience in a customer service or customer-facing role.
• Experience working in a fast-paced environment.

Experience (Desirable)

• Experience working within a contact centre or multi-channel environment.
• Experience using CRM or customer management systems.

Education and Qualifications

GCSE Maths and English at Grade C or above (or equivalent), or relevant experience demonstrating capability.