Customer Service Agent

Job overview

In this role, you’ll not only provide outstanding customer support but also contribute to staff training, process improvements and performance analysis. You'll play a key role in monitoring and enhancing our customer service metrics, ensuring we deliver exceptional experiences while fostering team development.

If you're passionate about customer service and thrive in a fast-paced, collaborative environment, we'd love to hear from you!

You’re perfect for this position if you:

• Have a bachelor's degree in a related field (e.g., Business Administration, Communication).
• Have previous experience in customer service or related field (e.g., retail, hospitality or technical support).
• Have previous experience in customer service, with at least 1–2 years prior experience in a training role preferred.
• Possess strong communication skills with the ability to explain complex concepts clearly and effectively.
• Can evaluate customer interactions and provide constructive feedback to drive improvement.
• Demonstrate strong attention to detail and the ability to measure performance against company goals.
• Excel in problem-solving and conflict resolution, ensuring positive customer service outcomes.
• Are highly organised, able to manage multiple tasks, set priorities and meet deadlines.
• Being a positive attitude and a passion for helping others succeed, fostering a supportive learning environment.

Your role and responsibilities:

Among other tasks, your main responsibilities will include:

• Customer service support: Respond to customer inquiries via phone, email or chat in a timely, professional and empathetic manner, ensuring a positive customer experience.
• Training and development: Assist in training new staff and conduct ongoing coaching sessions for existing team members. Provide guidance on best practices, troubleshooting and escalation procedures.
• Quality assurance: Help ensure the team adheres to company standards and protocols. Monitor and evaluate customer interactions to provide feedback on improving quality, efficiency and customer satisfaction.
• Metrics tracking: Collaborate with management to track and measure key customer service metrics (e.g., response time, resolution time, customer satisfaction scores, etc.).
• Reporting: Assist in compiling reports on team performance and customer feedback, providing insights to management for process improvement and decision-making.
• Escalations and problem-solving: Handle complex or escalated customer issues and work closely with other departments to resolve problems efficiently.
• Collaboration: Work cross-functionally with other departments to ensure customer needs are met and feedback is shared to improve products and services.