Customer Service Representative (The Times)

Posted 7 February by GFM
Easy Apply Ending soon

To act as a liaison, provide product/service information and resolve any emerging problems that our customers might face with accuracy and a sense of urgency in line with the agreed processes and KPIs.

Hours for this role are on a rota basis of Monday - Sunday 07.00 - 19.00, 40 hours per week.

Main Duties:

  • Respond to inbound calls and deal with the enquiry appropriately.
  • Answer all incoming contacts professionally within agreed timescales.
  • Ensuring that you work within industry compliance guidelines.
  • Handle and resolve customer complaints in accordance with agreed guidelines.
  • To ensure adherence to key performance indicators.
  • Provide customers with product and service information whilst remaining a brand advocate.
  • Enter customer information accurately & to the required standards.
  • Process orders, forms and applications.
  • Identify priority issues and escalate to management if appropriate.
  • Route customer contacts to appropriate resource.
  • Follow up customer enquiries where necessary.

Flexibility: to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.

Professional Skills & Abilities (ability & experience)

  • Experience working in a busy Contact Centre handling calls and emails
  • Proficient in relevant computer applications (Word, Excel & the internet)
  • Knowledge of customer service principles and practices
  • Knowledge of call centre telephony and technology, especially Salesforce
  • Good data entry/keyboard skills
  • Knowledge of administration and clerical processes.
  • Previous Customer service experience is advantageous.

Interpersonal Skills & Abilities (behaviour / attitude)

  • Excellent verbal and written communication skills
  • Problem analysis & problem solving skills
  • Works well under pressure
  • Excellent administration and organisational skills
  • Excellent attention to detail
  • Initiative
  • Team player
  • Adaptability
  • Technically minded (advantageous)

Key Competencies

Customer Focus

  • Builds and maintains customer satisfaction with the products and services offered by the organisation.

Influencing Others

  • Is passionate about the product and brand and is able to influence others to that effect


  • Diplomatically handles and communicates effectively in handling objections or challenging situations.


  • Promotes cooperation and commitment within a team to achieve goals and deliverables.

Required skills

  • Contact Centre
  • Customer Experience
  • Customer Service

Reference: 29038244

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