<p>A dependable Customer Service Representative who delivers excellent, timely support across phone, email and live chat. Able to handle enquiries calmly, uphold company standards and contribute to continuous improvement. Comfortable with CRM systems and motivated to achieve high customer satisfaction scores.</p>
<p>This job description outlines the role, key duties and required qualifications for a Customer Service Representative who will support customers across multiple channels and help maintain excellent service standards.</p>
<h2>Customer Service Representative Job Profile</h2>
<p>The Customer Service Representative provides first‑line support to customers, resolving enquiries, processing orders and escalating issues when necessary. This role demands clear communication, patience and a problem-solving mindset.</p>
<p>Reporting to the Customer Service Manager, the post-holder will work within a team to meet service level targets and contribute to a positive customer experience. The ability to adapt to changing procedures and systems is essential.</p>
<h2>Customer Service Representative Job Description</h2>
<p>The Customer Service Representative will manage inbound and outbound communications, including telephone calls, emails and live chat. They will use the company's CRM to record interactions, update customer records and follow up on outstanding issues. Attention to detail is vital when processing orders, refunds or exchanges to ensure accuracy and compliance with company policy.</p>
<p>In daily duties, the role includes diagnosing customer concerns, offering practical solutions and advising on product features or services. The representative will liaise with other departments, such as logistics and technical support, to reach satisfactory outcomes and ensure timely resolution. They will also identify trends from customer feedback and propose improvements to processes, scripts or training materials.</p>
<p>Customer satisfaction is central to the role. The representative will be expected to meet key performance indicators, including response time, first contact resolution and customer feedback ratings. They will handle complaints with tact and professionalism, escalating complex cases to supervisors and maintaining complete records of actions taken. Regular participation in training and team meetings will support ongoing development and service consistency.</p>
<h2>Customer Service Representative Duties and Responsibilities</h2>
<ul>
<li>Respond to customer enquiries via phone, email and live chat promptly and courteously</li>
<li>Log interactions and update customer records accurately in the CRM</li>
<li>Process orders, returns and refunds in line with company policy</li>
<li>Resolve complaints and escalate when necessary to ensure timely resolution</li>
<li>Achieve individual and team performance targets, including response time and satisfaction scores</li>
<li>Provide product and service information and advise on basic troubleshooting</li>
<li>Collaborate with colleagues in logistics, sales and technical teams to resolve issues</li>
<li>Identify common issues and suggest process improvements to management</li>
<li>Participate in training sessions to maintain product knowledge and service standards</li>
<li>Maintain confidentiality and protect customer data in accordance with policies</li>
</ul>
<h2>Customer Service Representative Requirements and Qualifications</h2>
<ul>
<li>Proven experience in a customer service or call centre role</li>
<li>Excellent verbal and written communication skills in English</li>
<li>Familiarity with CRM systems and basic IT skills</li>
<li>Strong problem-solving and interpersonal skills</li>
<li>Ability to manage time, prioritise tasks and work under pressure</li>
<li>Attention to detail and commitment to accuracy</li>
<li>Customer-focused attitude with patience and empathy</li>
<li>Ability to work flexibly, including shifts where required</li>
<li>GCSEs or equivalent qualifications; further education or relevant training desirable</li>
<li>Experience in multichannel support, such as live chat or social media, is an advantage</li>
</ul>