Job Title: Inbound Customer Service Agent
Location: Sheffield, UK (fully office-based)
Working hours: Between 9:00AM – 6:30PM, Mon to Fri (3 days per week). 9:00AM - 5PM, Sat & Sun. (Every weekend)
Salary: £26,250 + performance bonus
Are you looking to work in a Sheffield City Centre based contact centre specialising in health, wellness and lifestyle brands and products?
We are currently seeking dedicated, motivated and professional Inbound Customer Service Agents to join our team based in Sheffield City Centre. As a Customer Service Agent, you will be responsible for providing exceptional customer service by taking inbound calls, making outbound follow-up calls, responding to emails, answering live chat inquiries, creating returns, and going above and beyond to ensure an amazing customer experience to both existing and new customers.
What will you be doing?
● Customer Interaction: Handle incoming calls, make outbound calls, respond to emails, and engage in live chat conversations to assist customers with their inquiries, concerns, and requests.
● Issue Resolution: Effectively troubleshoot and resolve customer issues, complaints, and escalations with a focus on first-contact resolution.
● Returns and Exchanges: Process customer returns and exchanges, ensuring a seamless and hassle-free experience for customers while adhering to company policies and procedures.
● Product Knowledge: Develop a comprehensive understanding of our products and services to provide accurate and helpful information to customers.
● Problem-Solving: Demonstrate strong problem-solving skills by actively listening to customers, identifying their needs, and finding appropriate solutions.
● Customer Retention: Strive to build and maintain strong customer relationships by providing personalised and empathetic support, fostering customer loyalty, and addressing their concerns.
● Above and Beyond: Go the extra mile to exceed customer expectations by providing exceptional service, anticipating needs, and proactively offering assistance or recommendations.
● Documentation and Reporting: Accurately record customer interactions, issues, and resolutions in the customer relationship management (CRM) system, ensuring comprehensive documentation for future reference.
● Collaboration: Collaborate with cross-functional teams such as Sales, Operations, and Technical Support to ensure a seamless customer experience and resolve complex customer issues.
● Continuous Improvement: Actively participate in training sessions and workshops to enhance product knowledge, customer service skills, and stay updated with company policies and industry trends.
What are we looking for?
● Proven experience in a customer service or support role with a contact centre environment.
● Excellent communication skills, both verbal and written, with the ability to convey information clearly, concisely, and professionally.
● Strong problem-solving abilities, with a customer-centric mindset and a keen attention to detail.
● Ability to work independently and as part of a team, managing multiple tasks simultaneously while maintaining a high level of accuracy and productivity.
● Proficient computer skills and experience using customer service software, CRM systems, and live chat platforms.
● Empathy and patience to handle difficult customer situations with professionalism and a positive attitude.
● Adaptability and flexibility to work in a fast-paced, dynamic environment with shifting priorities and evolving processes.
● Strong organisational and time management skills to meet deadlines and handle a high volume of customer inquiries across multiple platforms.
● Willingness to go above and beyond to deliver exceptional customer experiences.
Salary & Working Hours
You will receive a basic salary of £26,250 per annum.
Opportunity to earn additional income of up to £250 per month by achieving basic KPIs.
Working between the hours 9am and 6:30pm, Monday to Friday. This will be 3 days per week (Desired days can be discussed at interview stage).
9am & 5pm, Saturday & Sunday (Every weekend)
37.5 hours per week.
You will be required to work at least 1 in 3 weekends with rota’d days off during the week. Days off can be negotiable at the manager's discretion.
Why Join Us?
● Be part of a growing, high-energy team that celebrates great performance and incredible service.
● Work in a culture that values performance, development, and fun.
● Career growth into senior roles or campaign strategy work.
● 31 Holidays (including bank holidays)
● Overtime offered at an increased rate of pay.
● Enjoy perks like free fruit, beverages, our learning corner
● City centre based location with excellent transport links for both bus and train within a 5 minute walk.
● Perkbox access — our employee discount and reward programme
● Performance incentives
● Additional bonus opportunities.
Ready to bring your previous experience and customer experience to an exciting new role? Apply today and let’s make great things happen together.
Job Type: Full-time
Pay: £26,250.00 per year
Benefits:
- Company events
- Company pension
Work Location: In person
