Customer Relations Agent
Customer Relations Agent
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Job Description
What will you be doing
You will be joining an energetic and diverse Customer Operations team where we put customers & worldclass customer service at the heart of everything we do. Our customers predominantly are small merchants and we aim to make them feel big by providing them with the best possible support. We assist our merchants through all communication channels to educate them about our products and resolve their requests. We always listen to the customer and suggest ways to improve as a company from rethinking the way we handle our processes to upgrading our internal systems.
Answering high volume incoming calls/emails/web chats from customers
Dealing with call queries questions and escalations from each channel
Providing 1st line advice to customers and other parties on general issues
Accurate and consistent record keeping and updating notes on the database
Taking care of all customer complaints and escalating as and when necessary to senior management
Assist senior management by identifying trends and issues
Act as duty manager to aid effective running of the department
Qualifications :
What are we looking for
Previous experience in an inbound customer services or technical support role
Technically astute
Ability to problem solve and work under pressure
MS Office particularly Excel
High level of accuracy and attention to detail
Ability to act on own initiative within set guidelines to support customers
Experience providing advice guidance or technical support over the telephone
Team player
Empathetic with genuine care to support the Merchants
Additional Information :
What can we offer you
25days of Annual Leave Bank Holidays
Clearly defined career progression ladder and growth opportunities within the business
Physical and mental health support through our partnership with GymPass 11 therapy sessions meditation sessions and access to digital fitness and nutrition apps
Extended and improved maternity and paternity leave choices
Private Medical and Life Insurance
Pension Scheme
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
