Customer Service Representative London

About the Role

OpsArmy Careers is currently seeking a dedicated and articulate Customer Service Representative to join our dynamic remote team. This pivotal role is designed for a professional communicator based in the United Kingdom who possesses a natural flair for problem-solving and a passion for delivering excellence in customer care. As the primary point of contact for our valued clientele, you will play a crucial role in shaping the customer experience, ensuring that every interaction is handled with professionalism, empathy, and efficiency.

• Manage and resolve high volumes of customer inquiries through various channels including phone, email, and live chat in a professional and timely manner.
• Deliver comprehensive information regarding our diverse range of products, services, billing procedures, and account management queries.
• Identify, troubleshoot, and resolve technical or service-related issues, escalating complex matters to the relevant departments when necessary.
• Maintain meticulous and accurate records of all customer interactions, feedback, and resolutions within our internal CRM and ticketing systems.
• Efficiently process customer-driven requests such as order placements, refund processing, and detailed account updates.
• Conduct proactive follow-ups with customers to ensure their concerns have been fully addressed and that they are satisfied with the resolution provided.
• Strive to meet and exceed key performance indicators (KPIs), focusing on response times, first-contact resolution rates, and overall Customer Satisfaction (CSAT) scores.
• Collaborate cross-functionally with internal teams to identify trends in customer feedback and contribute to the continuous improvement of our service delivery.
• Uphold a customer-first mentality at all times, ensuring a professional and empathetic tone remains consistent across all communication.

• Must be physically based in the United Kingdom, with a strong preference for candidates residing in the Manchester or London metropolitan areas.
• Native or near-native British English proficiency with a clear and professional verbal accent is essential for this role.
• Prior experience in a customer service environment or a related client-facing role is highly preferred.
• Exceptional verbal and written communication skills with a high degree of emotional intelligence.
• Demonstrated problem-solving abilities and a keen eye for detail when managing complex customer requests.
• Proven ability to multitask and prioritize tasks effectively within a high-pressure, fast-paced remote environment.
• Proficiency in basic computer applications and familiarity with modern CRM software (such as Zendesk, Salesforce, or similar ticketing tools).
• Flexibility to work various shifts as required to support our customer base across different time zones.

• The flexibility of a fully remote working arrangement, allowing you to work from your home office in the UK.
• Opportunities for professional growth and career advancement within a rapidly expanding organization.
• A supportive and inclusive team culture that values collaboration and open communication.
• Competitive compensation and the tools necessary to succeed in a modern digital workspace.

If you are a motivated individual with a commitment to excellence in customer service, we invite you to apply through our official portal at: https://operationsarmy.com/application

Required Skills