Role Profile: Customer Service Representative

The Customer Service Representative is the first point of contact for customers seeking assistance. Their main responsibility is to provide excellent service by resolving inquiries, addressing complaints, and ensuring a positive experience for all customers.

• Respond to customer inquiries via phone, email, or chat. 

• Resolve customer complaints and issues in a timely manner. 

• Maintain accurate records of customer interactions. 

• Provide product information and assist customers with their purchases. 

• Collaborate with other departments to enhance the customer experience.

• Strong communication and listening skills. 

• Patience and empathy when dealing with customers. 

• Ability to work under pressure and handle challenging situations. 

• Proficiency in computer applications and customer management systems. 

• Excellent problem-solving abilities.

• GCSEs in English and Mathematics. 

• Previous experience in a customer service role is an advantage but not always required. 

• Training may be provided by the employer.

Opportunities for advancement to positions such as Senior Customer Service Representative, Customer Service Supervisor, or Team Leader.

• Institute of Customer Service (ICS) 

• Online courses in customer service skills on platforms like Udemy or LinkedIn Learning. 

• National Careers Service for career advice and guidance.

Handling customer inquiries about product returns and exchanges efficiently.  Assisting customers in navigating online systems to place orders or resolve account issues.  Collaborating with the logistics team to inform customers about delivery updates or problems.