We are currently recruiting a Customer Service Agent for our client in Walsall. This is a great opportunity to gain full-time employment within a fast-paced, growing business.

Supporting improvements to service, motivation, and focus to achieve optimum performance should come as second nature to you. You are required to have excellent communication, engagement & attention to detail with a high degree of accuracy. The successful candidate will assist in dealing with third parties, including couriers, suppliers, sales calls and manufacturers to ensure customers are provided with the best possible service and product knowledge.

Key duties of the Customer Service Agent will include:

• To ensure that all your daily KPI and SLA targets are met to optimum levels & quality of service is delivered.
• Taking customer queries via chat, email, and phone, maximising sales opportunities through excellent product knowledge and commercial acumen.
• Troubleshooting return queries and being able to challenge couriers and customers alike to maximise sales retention opportunities and offering the correct product alternatives, wherever possible.
• Being vigilant and proactive in spotting and preventing potential fraud cases and high-risk, high-value orders.
• System support for shipping services/methods to ensure that systems are aligned, and the correct shipping methods are being used in accordance with the relevant products.
• General admin support for process escalation matters, such as complaint handling, social media, and product knowledge.
• Proactively follow up on sale quotations within the business SLAs via phone call.
• Develop product knowledge.
• Build rapport with customers by providing accurate guidance.
• Sales prospecting for new business and revenue.

Candidate requirements

• Flexibility in working hours.
• Proficient in all Microsoft Office programmes, including Excel, Outlook, and Word.
• Customer focused.
• Grammatically correct communication.
• Minimum of two years customer service & sales experience.
• Excellent telephone communication skills.
• A comfortable speaking skillset on the phone for outbound sales with the ability to talk confidently to customers assisting with all their requirements in a timely and professional manner.
• Ability to build rapport and establish trust with clients.