Customer Service Representative



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Customer Service Representative


Responsible for, but not limited to, confidently dealing with inbound and outbound Customer calls, displaying excellent telephone and customer service skills. Building relationships and analysing information to ascertain the best way of managing the call/email to enable you to get to the core of the customers issue, ensuring the customer leaves the conversation feeling happy with the service provided.
Good interpersonal and customer facing skills, able to empathise, maintain professionalism, display patience and politeness within a sometimes pressurised environment


Primary Duties include:
• Providing help and advice to customers
• Communicating courteously with customers by telephone, email, letter and face to face
• Investigating and solving customers' problems
• Provide point of contact for customer enquiries, dealing with these through to a
successful outcome
• To provide an efficient and effective service to customers, understanding their needs
and requirements, working to exceed these wherever possible
• To demonstrate a positive, enthusiastic, committed and flexible attitude towards
Customer’s and other team members, recognising the importance and benefits of
effective team working
• Deliver customer service in line with ‘best practice’. Ensuring compliance to relevant
• Confidence to deal with difficult situations and to know when appropriate to seek
guidance from line manager.
• Escalating appropriately any queries/issues which may be complex or long-standing problems
• Keeping accurate records of discussions or correspondence with customers
• Ensure and provide quality service to internal departments
• Participate and provide expertise as a member of the customer service’s team


Secondary Duties include:
• Updating CRM systems with Customer Service Case details which could include:
o Credit Request
o Return Request
o Order Cancelation
o Copy Licence Request
o Customer Invoice Queries
o PoD Request
o Faulty Goods
o Short Shipments
o Warranty Queries
o Logging and updating complaints using CRM
• Assistance with other duties within in the team during absences and busy periods.
• Perform other related duties as assigned by management.
Skills/Experience Required: 
Ability to build and develop relationships internally and externally.
Strong written, verbal and interpersonal communication skills
To be self-motivated and be able to demonstrate the ability to prioritise work
Attention to detail
Experience of working within a pressured environment
IT literate with a good working knowledge of Word, Excel and e-mail


Desirable Qualities:
A team player attitude, with emphasis on team goals and the passion to work beyond their defined role to ensure the entire team's success.
Previous experience within the IT industry
Qualifications and/or previous training relevant to the role

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