Customer Service Job Description

Role: Customer Service Representative

Location: London

Job Type: Full-time; Permanent

The Role

We’re looking for customer service representatives who are true engagement specialists – skilled at engaging in meaningful interactions. In this role, you’ll be responsible for supporting customers through live chats as well as troubleshooting issues with their specific wireless internet products and services.

As customer service representative, you will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Key responsibilities:

  • Acting as a day-to-day contact for all client queries and enquiries, responding within the specific SLA’s as appropriate
  • Compiling all responses to queries and chase further information as appropriate
  • Maintaining professional relationships with the operational departments
  • Advising the client of overdrafts as appropriate
  • Preparing and producing monthly global custody valuation package reports for the international client base
  • Take the extra mile to engage customers
  • Anticipating issues and proactively work to address concerns before they escalate

Person specification:

  • Proven customer support experience or experience as a Client Service Representative
  • Track record of over-achieving quota
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters

Desirable skills / expertise:

  • Fluent English language skills, able to communicate with stakeholders on a day to day basis via telephone, email and face to face in a clear, caring, courteous and professional manner
  • Able to demonstrate a clear attention to detail in relation to office administration duties such as updating spreadsheets and presenting information clearly and accurately
  • Able to manage filing in a clear and logical structure, writing / typing information in a clear understandable level of English and ensuring relevant information is documented in a consistent manner
  • Able to demonstrate prioritisation skills when multitasking
  • Ability to deliver work to set targets and specified standards