Customer Service Representative - Benfleet, Essex

We are seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative at our Benfleet, Essex location. As the first point of contact for our valued customers, you will play a vital role in delivering exceptional service, resolving inquiries efficiently, and ensuring a positive customer experience at every touchpoint.

Job Purpose

The purpose of this role is to provide outstanding customer support by handling inquiries, resolving issues promptly, and maintaining high levels of customer satisfaction. You will be responsible for ensuring that all customer interactions are handled with empathy, professionalism, and efficiency, while meeting key performance targets related to response times, resolution rates, and service quality.

Job Duties and Responsibilities

• Achieve customer satisfaction score targets
• Resolve inquiries within SLA timeframes
• Maintain first-contact resolution rate above target
• Accurately log and update all customer interactions
• Identify and escalate complex issues promptly
• Utilize CRM software and ticketing systems to manage customer cases
• Communicate effectively with customers via phone and digital channels
• Demonstrate empathy and active listening to understand customer needs
• Apply problem-solving skills to resolve issues efficiently
• Manage time effectively to handle high volumes of inquiries

Required Qualifications

• CRM software proficiency
• Microsoft Office / Google Suite proficiency
• Ticketing systems experience
• Phone systems experience
• Strong communication skills
• Empathy and customer-centric mindset
• Problem-solving abilities
• Patience and composure under pressure
• Active listening skills
• Time management skills