Customer Service Representative

What do we look for?

Being the face of the Syncoms brand for all our customers, your role comprises working as part of a team delivering world‑class, professional customer service to our Printerinks customers.

RESPONSIBILITIES

• Answer incoming calls, emails and live chats (text‑based) and make outgoing calls in a courteous and efficient manner.
• Develop good knowledge of service areas to ensure customers receive a “one stop” service for query resolution.
• Prioritise actions and decisions according to customer needs.
• Clarify and/or anticipate customers’ needs and develop customer relationships.
• Communicate information clearly to both customers and colleagues.
• Help the team achieve relevant Key Performance Indicator targets to meet the overall business goals and objectives.

KEY COMPETENCIES/EXPERIENCE REQUIRED

• A minimum of 2 years customer service experience (Essential).
• A minimum of 2 years call centre experience (Desired).
• Clear and concise written and spoken communication skills, in particular a confident, friendly telephone manner (Essential).
• Attention to detail and the ability to record information accurately (Essential).
• Ability to communicate effectively with existing and new customers and provide excellent customer service (Essential).
• Ability to prioritise and meet relevant Key Performance Indicators in a demanding environment (Essential).
• Ability to work under pressure paying strict attention to detail (Essential).
• Ability to work on own initiative with minimal supervision in a proactive manner (Essential).
• Team worker who is flexible and has a positive attitude to learning and self‑development (Essential).
• Ability to learn in‑house software system (Essential).
• Must be prepared and able to work outside of normal office hours to meet changing demands for the service or to cover colleague absences (Essential).
• Basic know‑how of Printers & Ink Cartridges (Desired, but not essential).

QUALIFICATIONS REQUIRED

• Bachelor’s Degree in any discipline or equivalent (Desired).
• GNVQ/NVQ Level 2 qualification or equivalent (Desired).
• 5 GCSE/O Level passes A-C or equivalent, including English and Maths (Essential).

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