Customer Service Agent

Our client in Newton Aycliffe is looking for a Customer Service Agent to join their ever-expanding, tight-knit and high-performing team, where benefits include monthly company lunches, free parking and staff discount.
Reporting to the Customer Service Manager, you will work within their Customer Service department to provide advice and guidance to customers, supporting them in both pre-sale and after-sales care.
You will be the voice of their organisation. As such, this role best suits upbeat and self-motivated individuals for whom attention to detail and accuracy are key. As they strive for the timely and thorough handling of enquiries, it is important that you have the organisational skills and the ability to effectively prioritise your workload.
This is a full-time position offered on a temp to perm basis.
The normal working week will be Monday to Friday from 8.30am to 5.30pm.
Key Duties & Responsibilities
· Prioritise and process customer queries and requests submitted by telephone, email, live chat or social media
· Investigate and resolve any customer complaints with patience and empathy, always aiming to reach resolution at first point of contact
· Communicate with customers about their orders, including any delays or changes in delivery
· Cancel and refund customer orders when requested
· Communicate with courier services in regards to late or missing deliveries
· Arrange returns of faulty items in line with the Returns Policy
· Help customers to register online and process their orders through the website
· Assist customers with product queries
· Check product availability for customer orders, offering suitable substitutes for out of stock items where appropriate.
Skills & Experience
Essential:
· Previous experience of working in a customer focused environment
· Positive energy - Willing to go the extra mile for each and every customer
· Team spirit – Great customer service relies on effective teamwork
· Confidence - They are looking for people’s people who can establish common ground, remain calm under pressure and work towards positive outcomes with confidence.
· Sparkling telephone manner - Customers must feel like you can relate to them with empathy through clear and effective communication
Due to the high volume of applications we receive, we are unable to contact every candidate individually. If you do not hear from us within 7 days of submitting your application, please assume that you have not been shortlisted on this occasion.
We are committed to fair, consistent, and inclusive recruitment practices, and all applications are reviewed in line with relevant employment legislation and our equal opportunities principles.
This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment agency.
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