Position Summary
Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.
Key Accountabilities/Responsibilities
The responsibilities include the following:
Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.
Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.
Implement client retention strategies to maximise long-term satisfaction and loyalty among members.
Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).
Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.
Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.
Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.
Communication & Teamwork
Communicate clearly and professionally with customers and colleagues, adapting style to suit the situation.
Collaborate with colleagues and managers to share knowledge and support team goals.
Qualifications and Experience Required
Previous customer service experience, ideally in a call centre or voice support environment.
Excellent verbal communication and active listening skills.
Strong problem-solving abilities with a solution-focused mindset and empathy for customers.
Proficiency with CRM systems and telephony platforms;
Comfortable working remotely with effective time management and a reliable home working environment.
Ability to multitask, maintain attention to detail and handle numerical information accurately.
Experience in customer retention or subscription management is desirable.
Team player with a positive attitude towards continuous improvement.
Additional Information
This is a remote, voice-focused role requiring a quiet, professional home working environment and reliable broadband connectivity.
Hours may include early mornings, evenings or weekend shifts depending on customer demand; full details will be provided during the recruitment process.