Service Centre Agent
UK-Hertfordshire-Hemel Hempstead
Emea
Req #: 23561
Type: Full Time
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Overview: Job Title: Service Centre Agent Contract: Permanent Workplace: Hybrid - 2 days in office per week in Hemel Hempstead Office (Shift Rotation) Hours: 35 Reports to: Team Lead, Service Centre Overview of Role As a key member of our support team, you'll be the first point of contact for UK customers, ensuring queries are resolved efficiently and professionally. You'll work closely with internal teams and our El Salvador Contact Centre to deliver a seamless customer experience across multiple contact channels. Responsibilities: What You'll Do * Customer Service: Provide first- and second-line support to UK customers via phone, email, and other contact channels, ensuring a professional and efficient resolution of queries. * Issue Resolution: Strive for first-call resolution by accurately diagnosing issues and providing timely solutions, escalating when necessary. * Collaboration: Work closely with internal account teams and the El Salvador Contact Centre to ensure a seamless and consistent customer experience. * Communication: Ensure all customer interactions meet SLA targets and are handled with clarity, empathy, and professionalism. * Process Adherence: Follow company policies, standard operating procedures, and legislative updates to ensure compliance and reduce business risk. * Continuous Improvement: Actively contribute to service improvements by identifying recurring issues and suggesting process enhancements. Qualifications: What We're Looking For * Previous experience in a customer service or contact centre environment. * Strong communication skills, both verbal and written. * Ability to work collaboratively across teams and time zones. * Comfortable using templates and systems to maintain consistency and quality.
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