Customer Service Specialist

Role Purpose

Act as the first point of contact for customers contacting Panda Waste via telephone, email and Live Chat delivering high‑quality service, resolving queries, and supporting customers with their waste needs while upholding brand values and compliance.

Key Responsibilities

• Handle inbound customer contacts via calls on PANDA’s contact centre numbers
• Provide accurate information, resolve service queries, and guide customers through digital tools and processes
• Manage customer complaints with empathy, ownership, and professionalism
• Maintain and update customer account records in line with procedures and actions taken
• Identify service improvement opportunities and provide feedback to enhance the customer experience
• Advocate and educate customers on digital tools and services
• Adhere to regulatory waste requirements

Person Specification / Skills & Competencies

Essential:

• Excellent communication and active listening skills
• Strong customer focus with passion for helping and problem‑solving
• Comfortable using digital systems and tools with ability to learn new technology
• Resilient and adaptable with a positive attitude

Desirable:

• Ability to handle challenging calls with empathy and professionalism
• Good organisational and multitasking skills
• Experience with CRM or contact centre environments (beneficial but not mandatory)

Working Conditions

Office based. Contact centre hours typically 08:30–17:00, 5 days a week, Saturdays may be a requirement.

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