Customer Service Representative

Description:

Deliver exceptional service and be the voice that customers trust every day!

Our Client has a requirement for a Customer Service Representative, who will be required to work on a 3 month contract basis in Keele/Hybrid.

Role Purpose:

Act as the first point of contact for customers, ensuring a high standard of service
Handle enquiries, troubleshoot service issues, and resolve queries efficiently
Deliver a positive customer experience across all communication channels
Support customer satisfaction and retention through professional interactions
Job Role Responsibilities:

Respond to customer enquiries via phone, email, chat, social media, and ticketing platforms
Provide accurate information on products, services, billing, and technical support
Manage customer orders, upgrades, cancellations, and account changes
Maintain detailed and accurate records within CRM systems
Investigate and resolve customer issues, liaising with internal teams where required
Escalate complex or unresolved issues appropriately
Follow up with customers to ensure resolution and satisfaction
Meet or exceed key performance metrics (e.g. call handling time, customer satisfaction, first-time resolution)
Contribute to continuous improvement of customer service processes
Stay updated on products, promotions, policies, and service changes
Experience / Skills / Knowledge / Qualifications:

Proven experience in a customer service role, ideally within utilities or telecoms
Excellent verbal and written communication skills
Strong problem-solving skills with a proactive approach
Technical understanding of FTTx products, ISP fibre broadband, router connectivity, switches, and IP addressing
Experience using CRM systems and maintaining accurate records
Ability to work flexibly within contact centre operating hoursCustomer-focused mindset with patience, empathy, and professionalism
Team-oriented with strong collaboration skills

Desirable:

Experience in telecoms or fibre-based services
Previous contact centre or customer service training
Experience within a service support environment
Familiarity with service desk/ticketing platforms
Sales or upselling experience
Proficiency in CRM systems and digital communication tools

Qualifications:

Customer Service experience
NVQ Level 3 in Customer Service (or equivalent)

Benefits:

Opportunity to gain experience within a dynamic customer service environment
Exposure to telecoms and technical support operations
Supportive team environment focused on service excellence
Potential for skill development and progression

Company Information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.
We actively recruit at all levels and this is a superb opportunity for a Customer Service Representative looking for new employment.
As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included