Customer Service Representative - Escalations

About the Role

Our client is seeking a highly capable and empathetic Customer Service Representative with a focus on handling escalated customer issues. Based in Nottingham , you will be responsible for resolving complex customer complaints and challenging inquiries that require a higher level of expertise and problem-solving skill. This role is critical in maintaining customer loyalty and demonstrating our client's commitment to customer satisfaction, even in difficult situations, by providing definitive and satisfactory resolutions.

Key Responsibilities

• Manage and resolve escalated customer complaints and issues efficiently and effectively.
• Investigate complex customer problems, identifying root causes and implementing appropriate solutions.
• Communicate with customers in a professional, empathetic, and clear manner, de-escalating tense situations.
• Collaborate with other departments to gather information and ensure comprehensive resolution of issues.
• Maintain detailed and accurate records of all escalated interactions and their outcomes in the CRM system .
• Provide feedback to management on recurring issues and suggestions for process improvements.

Requirements

• Proven experience in a customer service role, with a significant portion dedicated to handling escalations or complex inquiries.
• Excellent problem-solving and conflict resolution skills .
• Strong communication and interpersonal abilities, with a calm and patient demeanor.
• Ability to work under pressure and manage multiple high-priority issues simultaneously.
• Proficiency with customer service software and ticketing systems.
• Demonstrated ability to empathize with customers and advocate for their needs while adhering to company policy.

Benefits

• Competitive salary with potential for performance-based incentives.
• Comprehensive training and ongoing professional development opportunities.
• Hybrid working model providing work-life balance.
• A supportive team environment in the heart of Nottingham .
• Access to company benefits, including health insurance and retirement plans.