Customer Service Agent

A Great opportunity for Customer Service Agent has become available within Birmingham to work for a new exciting Global client launching in the e-commerce industry looking to set up a new team.

As you will be the voice of the business, we need individuals who enjoy building relationships with customers from all walks of life, ensuring you are offering each and every customer a positive experience and leaving them completely satisfied.

Key Responsibilities

• Ensure smooth walk-in process by effectively handling partners with walk-in issues and providing speedy resolutions
• Understand and probe issue to identify cause and find suitable remedy for maximum possible issues
• Manage partner escalations in a coherent manner and coordinate with cross functional teams for speedy resolution
• Negate drop offs or repeat visits to the maximum possible extent
• Ensure adherence to standards for quality of delivery and Issue resolution TATs
• Ensure compliance with SOPs, checklists and workflows for all walk-in issues
• Monitor partner feedback and improvise issue resolution process
• Collaborate closely with training team to ensure proper communication/training on issue
• Prone subjects/ escalations

Person Specification

• Candidates with prior experience in telecom service centres or front end customer service experience will be preferred
• Should be proficient in the local language with excellent communication and articulation skills
• Should have basic computer skills
• Should have a service mind-set, be soft spoken yet assertive and a good listener
• Should have good understanding of devices/ sim cards/ cellular networks
• Should display high energy levels and patience in dealing with customers
• Dealing with Customers/Clients face to face on a daily basis is desirable

Hours of work are Monday to Friday and 8am - 5pm although flexibility is required

The rate of pay for this role is £12 per hour