Customer Service Representative

As a Customer Service Representative, you will provide exceptional service by liaising with both internal teams and external customers. Your role involves resolving queries efficiently within SLAs, maintaining high standards of quality, and meeting departmental and personal KPIs. Key responsibilities include delivering high-quality customer service, addressing financial and operational issues, and adhering to company procedures and GDPR practices. You will use customer portals to provide accurate quotes, support Account Managers, suggest process improvements, and build strong relationships across the business. Additionally, you'll inform customers of account changes, resolve complaints, and promote Restore Portal and other products/services., Deliver high-quality customer service, focusing on the customer experience with Restore
Resolve queries within customer and company SLAs, including financial and operational issues
Achieve individual and team KPIs, seeking improvement opportunities
Follow company procedures and GDPR practices
Use customer portals and provide accurate quotes based on valid agreements
Assist with queries when Account Managers are unavailable and support departmental needs

Suggest improvements to enhance the customer journey and processes
Build and maintain key working relationships across the business
Inform customers of account changes and resolve complaints
Promote the Restore Portal and other products/services

Previous experience in a fast-paced customer-focused environment
Commitment to excellent customer service with a positive attitude
Strong communication skills, both written and verbal
Excellent attention to detail, problem-solving abilities, and organisational skills
Ability to extract relevant information and identify problems
Competent in standard software packages with a willingness to learn new ones
Ability to prioritise workload, multitask, and work independently while handling complaints
Ability to work under pressure and meet deadlines/targets
Proven ability to achieve and maintain KPI targets
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