Job Description

Due to continued expansion within our client business they have a number of exciting new opportunities within our Customer Services and Investment teams based in Castletown in the Isle of Man. 

These roles are at different levels in the organisation, from entry level to more specialist positions. If you would like to start your career with a growing and energetic company; or you are experienced and would like a new challenge or the next step up the career ladder, we would love to hear from you. 

Job Description:

As a Customer Service Representative, you will be the primary point of contact for customers, providing assistance, resolving inquiries, and ensuring their overall satisfaction with products or services. Your main responsibility will be to deliver exceptional customer service by actively listening to customers, addressing their needs, and providing accurate and timely information. This role requires strong communication skills, empathy, and the ability to handle customer concerns professionally and efficiently.

Key Responsibilities:

Customer Support: Respond to customer inquiries via various communication channels such as phone, email, chat, or in-person interactions. Provide timely and accurate information, troubleshoot problems, and offer solutions to address customer concerns or requests.

Issue Resolution: Investigate and resolve customer complaints or issues by gathering relevant information, analyzing the situation, and taking appropriate actions. Collaborate with other departments or teams to ensure prompt and effective resolution.

Product Knowledge: Develop a comprehensive understanding of the organization’s products or services. Stay updated with product features, specifications, pricing, and any changes or updates. Provide accurate and up-to-date information to customers.

Order Processing and Management: Assist customers with placing orders, processing transactions, and managing order-related inquiries. Ensure accuracy in order entry, payment processing, and delivery tracking. Coordinate with relevant departments to ensure timely order fulfillment.

Customer Relationship Management: Build and maintain positive relationships with customers by fostering a helpful and courteous demeanor. Follow up with customers to ensure their needs are met and their concerns are resolved satisfactorily.

Communication and Documentation: Document customer interactions, inquiries, complaints, and resolutions accurately and thoroughly in the customer service database or CRM system. Maintain clear and organized records for future reference.

Escalation Handling: Identify and escalate complex or unresolved customer issues to appropriate supervisors or managers. Collaborate with escalation teams to ensure timely resolution and customer satisfaction.

Customer Feedback: Proactively gather and analyze customer feedback, suggestions, and concerns. Identify trends and patterns in customer feedback to contribute to ongoing improvement efforts in products, services, or processes.

Product and Service Education: Educate customers on product features, usage instructions, troubleshooting techniques, and self-service options. Provide guidance and support to customers in utilizing online resources, knowledge bases, or community forums.

Customer Service Excellence: Demonstrate empathy, patience, and professionalism in all customer interactions. Strive to exceed customer expectations and deliver a personalized and positive customer experience.

Qualifications and Requirements:

High school diploma or equivalent educational qualification. Some organizations may prefer candidates with post-secondary education.

Excellent verbal and written communication skills. Ability to communicate clearly, concisely, and professionally.

Strong customer service orientation and a passion for helping others.

Empathy and the ability to understand and address customer needs and concerns effectively.

Active listening skills to comprehend customer inquiries and gather relevant information.

Problem-solving abilities and the capacity to think quickly and find appropriate solutions.

Attention to detail and accuracy in handling customer requests, data entry, and documentation.

Patience and composure in handling difficult or irate customers.

Familiarity with customer service software, CRM systems, and call center technologies is a plus.

Flexibility to work in a dynamic and fast-paced environment.

Willingness to work in shifts, including evenings, weekends, or holidays, as required by the organization.