Customer Service Agent
$30,625–$30,625 year
On-site · Salisbury, England, United Kingdom
Job Summary
Provide outstanding customer service via the telephone and manage high-volume inbound/outbound calls to assist both new and existing customers. Build rapport to foster long-term loyalty, clearly communicate policy terms, and guide customers to informed decisions. Troubleshoot issues, escalate when necessary, and log interactions in the CRM to ensure up-to-date records and GDPR compliance. Maintain up-to-date knowledge of products, processes, and policies to deliver effective support while achieving KPIs related to response time, resolution time, and customer satisfaction. Contribute feedback to management to improve processes and customer satisfaction and adhere to FCA regulatory guidelines.
Required Qualifications
- Proven experience in customer service (telephone and/or live chat)
- Good verbal and written communication skills
- Strong problem-solving ability and critical thinking in real-time interactions
- Skilled in objection handling, negotiation and customer retention techniques
- A confident and professional manner when speaking customers
- Able to manage multiple tasks and use various software platforms at once
- Self-motivated, target driven and ambitious with a desire to succeed
- Balances business goals with empathy and fairness; ensuring customers feel heard, respected and supported
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