Customer Services Agent

Customer Service Agent

Location: Malvern

Salary: £25,000 - £27,000 (depending on experience)
Job Type: Full-time, Permanent

Are you passionate about delivering exceptional customer service? Do you enjoy working in a team-oriented environment that provides autonomy and supports high-quality service delivery? If so, this could be the perfect opportunity for you!

We are looking for an experienced Customer Service Agent to join our growing team. In this role, you will play a key part in supporting key brands and maintaining strong relationships with customers by understanding their telecoms requirements and ensuring that their needs are met. You will also work closely with telecoms providers, ensuring their services meet agreed SLAs and KPIs.

Key Responsibilities:

• Providing proactive, customer-focused support through a ticketing system and by phone.
• Liaising with suppliers and service providers to resolve escalated issues.
• Monitoring service tickets, taking agreed actions to support customers.
• Keeping customers informed about the progress of orders and issues.
• Helping drive continuous improvement in service delivery.
• Developing and maintaining strong relationships with customers.
• Maintaining accurate records, updating tickets and systems.
• Ensuring delivery of contracted KPIs and SLAs.

Skills and Experience required:

• Previous experience in a customer service role.
• Proven track record of delivering high-quality service to customers.
• Excellent problem-solving skills
• Strong written and verbal communication skills, with excellent attention to detail.
• Ability to multi-task and support customers with a variety of queries.
• Outstanding communication skills for building relationships with customers, team members, and third-party providers.

As well as a competitive salary, our client offers excellent additional benefits, including bonus.

This role is office based.

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