Customer Service Agent - Fixed Term Contract - Remote

🌍 Remote, USA 🚀 Full-time 🕐 Posted Recently

Job Description

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Agent on a fixed-term contract until July 2025. As a Customer Service Agent, you will play a crucial role in delivering exceptional customer experiences, driving sales, and ensuring that our customers receive the highest level of service. If you have a passion for customer service and are looking for a new challenge, we want to hear from you!

Key Responsibilities:

Customer Services:

Manage existing customer enquiries and issues to ensure first-step resolution where possible.

Proactively deal with customer queries to maximize opportunities to protect and increase revenue for the company.

Engage with team competitions and incentives to drive personal and team goals.

Achieve individual minimum KPI levels - daily, weekly, and monthly.

Provide feedback on the impact of changes to processes to the Customer Care Manager.

Deliver exceptional customer service at all times, in accordance with the Customer Service Charter, and drive positive Feefo/Google reviews.

Deal effectively with customer complaints and resolve them to the satisfaction of the customer or escalate to the Customer Care Manager where necessary.

Operations:

Maintain accurate records of all communications with customers on the RS3 Cloud system.

Ensure all reporting tools are correctly completed to the agreed timelines.

Escalate any system issues that are reducing the department's ability to run effectively.

Escalate any issues raised by customers regarding customer-facing technology.

Provide suggestions and feedback to the Customer Care Manager regarding improvements to systems that would enhance customer experience or improve activity.