Customer Service Advisor

Role: Full time office based role, Monday to Friday 8am until 4pm.

Reports To: Customer Support Manager

Role Overview

A Customer Support Agent is responsible for assisting customers with inquiries, resolving issues, and ensuring a positive customer experience across communication channels such as email and social media.

Key Responsibilities:

• Respond promptly to customer inquiries via email and social media
• Resolve product or service issues efficiently and professionally
• Escalate complex issues to appropriate teams when necessary
• Provide product/service information and guidance to customers
• Follow up with customers to ensure issue resolution
• Meet performance metrics (e.g., response time, customer satisfaction scores)

Required Skills & Qualifications:

• Strong communication skills (written and verbal)
• Problem-solving and conflict resolution abilities
• Good listening skills and empathy toward customers
• Basic computer proficiency (CRM systems, email, office tools)
• Ability to multitask and manage time effectively
• Team-oriented mindset

Preferred Qualifications:

• Previous experience in customer service or support
• Familiarity with helpdesk or CRM software (e.g.,,Edesk)

Key Competencies:

• Customer-focused attitude
• Patience and professionalism
• Adaptability in fast-paced environments
• Attention to detail

Working Conditions:

• Office-based
• Full time - 40 hours per week
• Performance-driven environment with KPIs

Benefits:

• Free lunch on Monday
• Free on-site parking
• Pension Scheme
• Health shield (health cash back scheme)
• Benenden health (Private healthcare after 1 year Service)
• 28 days annual leave, incl. Bank Holidays
• Birthday day off

Ability to commute/relocate:

• Romford RM3 8UJ: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)