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Inbound Customer Service Agent

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Inbound Customer Service Agent

  • Location:


  • Sector:


  • Salary:

    £9.50 PH

  • Contact email:

  • Contact phone:


  • Published:

    about 1 month ago

  • Duration:

    Temp to Perm

  • Expiry date:


Temporary to permanent opportunities to join an outsourcing contact company. Offering a great working environment and progression within the company.

Job Summary:
To support customers by delivering high quality support on behalf of the client via email, calls & live chat 

Key Responsibilities:

  • Responding to customers general questions relating to their accounts, opening new accounts, campaigns and orders in general in line with agreed service levels

  • Attend and participate in daily team buzz sessions, led by the Team Leader, to discuss the previous day’s performance against SLA’s / KPI’s

  • Respond to and take the appropriate action regarding customer complaints whilst balancing the needs of the customer against the needs of the account, recognising the need to escalate when immediate query resolution is not possible

  • Attend monthly 1:2:1 session with your Team Leader to understand and discuss individual performance in line with required KPI’s and identify progression and development/support needs

  • To complete all administrative and management reporting accurately and within agreed timescales

  • To demonstrate an effective knowledge of products and services offered by the account

  • To act as point of contact for client’s customers and uphold the values of the client at all time

  • To undertake additional tasks as delegated by the Team Leader or Management Team

  • To always promote a positive and professional image of the company and clients by always adhering to Company policy and procedures

Person Specification:

  • Excellent communication skills (spoken and written), including strong spelling and grammar skills

  • Ability to remain focused and effective in a high paced and high stress environmen

  • Flexible in terms of shifts – working 5 days out of 7 between the hours of 8am – 10pm (40-hour week)

  • Strong IT, keyboard and use of the internet skills required

  • Committed to delivery of a consistently high quality of service to the customer

  • Self-motivated with an aptitude for maintaining enthusiasm and focus

  • Good team player/self-awareness and focus on self-development

  • A natural flair for striking rapport with others, excellent listening skills

  • Advanced influencing and negotiating abilities

  • Motivated by reaching targets

  • Able to analyse and match the product to the customer’s needs

  • Demonstrates a high level of ethical behaviour and will not compromise on integrity

In return we offer:

  • Full paid training provided (4 weeks)

  • Paid weekly (£9.50 per hour) holidays are accrued on a weekly basis

  • Free onsite parking / excellent links with public transport from Liverpool, Chester, Ellesmere Port

  • Excellent company benefits once permanent