Customer service representative

We are seeking a friendly and customer-focused Customer Service Representative to handle customer enquiries, resolve issues, and provide a high-quality support experience. This role is key to maintaining customer satisfaction, loyalty, and brand reputation.

The ideal candidate has excellent communication skills, problem-solving abilities, and a passion for helping customers.

Key Responsibilities

• Respond to customer enquiries via phone, email, live chat, or social media
• Resolve customer issues efficiently and professionally
• Provide accurate information about products, services, and policies
• Process orders, returns, refunds, and account updates
• Maintain detailed records of customer interactions in CRM systems
• Escalate complex issues to appropriate departments when necessary
• Meet performance targets such as response time, resolution rate, and customer satisfaction
• Identify recurring issues and suggest process improvements

Qualifications

• GCSEs or equivalent (further education in business or communications is a plus)
• 1–3+ years of experience in customer service or support roles (preferred)
• Strong verbal and written communication skills
• Proficiency with CRM systems and basic computer applications
• Ability to multitask and manage time effectively
• Strong problem-solving and interpersonal skills

Core Competencies

• Customer Focus & Empathy
• Communication Skills
• Problem-Solving
• Time Management
• Conflict Resolution
• Adaptability

Preferred Qualifications

• Experience in call centres, retail, or online customer support
• Familiarity with ticketing systems (Zendesk, Freshdesk, etc.)
• Multilingual skills (a plus)

Benefits

• Competitive hourly compensation
• Flexible working hours (full-time/part-time options)
• Remote work opportunities
• Training and career development programmes
• Supportive team environment