Customer Service Agent

Advert Title: Customer Service Agent

Salary: £18614 per annum

Hours: 37.5 per week. Availability from 9am - 8pm Monday to Sunday

Location: Chester with flex to work from home 2 days a week

Office Address: Kings Meadow, Wrexham Road, Chester, CH4 9GA

Job Type: Full time, permanent

Training: 6 weeks office based

As a Customer Service Agent, your role will involve taking inbound customer calls, actively listening to their query, enabling you to interpret their needs and deliver an exceptional customer experience and resolve their issues, every time.

• Taking responsibility for resolving customer queries and complaints whilst working within specified guidelines.
• Providing accurate data, giving insight into the reasons for customer contact as this is instrumental in helping to influence business decisions.

• Delivering the highest standards of quality when communicating with customers to ensure all queries are resolved within a timely and professional manner.
• Working as part of a team of experts to support customers, stores, outsourced operations and all areas of the M&S business - acting as a role model for service.

• Keeping your promise to our customers to achieve first-time resolution.

• Respond to customer queries using different channels such as telephone, email and whitemail.
• Ability to manage our customers cases from start to finish, ensuring customer satisfaction and a high level of attention throughout.
• Develop and maintain a strong level of knowledge regarding processes, policies, systems and services.
• Identifying potentially brand damaging situations and ensuring that relevant departments/individuals are engaged and consulted whilst issues are resolved.
• Strong IT and systems knowledge, with the ability to navigate new systems. Have the skillset and flexibility to use multiple inhouse systems at any given time, including whilst handling contacts.

• A professional positive attitude towards work always
• Ability to always deliver excellent customer service
• Self-motivated and well organised
• Confident and clear communication skills
• Team player
• Flexible in switching between work streams as to the needs of the operation

Interested? Apply now by attaching your CV and a member of our team will be in touch.