Customer Service Representative (Hybrid)

Full-time

Responsibilities

• Take ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies, procedures, KPI’s and Customer First training best practice. Strive to increase customer satisfaction and first‑time resolution while reducing repeat contacts.
• Process orders, invoices, quotes, returns and claims, working precisely and carefully, responding appropriately and swiftly to queries, problems and special requests from customers, escalating to team leaders and managers where appropriate.
• Resolve product or service problems/queries by clarifying the customer’s issue, determining the root cause, selecting and explaining the best solution, expediting corrections/adjustments and following up to ensure resolution.
• Review customer self‑help portals after contacts and suggest new content or amendments to the relevant t...