Hybrid Customer Service Representative

at Accurate Background

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Junior
• Salary: £24,000 - £28,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Brighton, United Kingdom

About the role

• Customer Service Representative serving as the voice for Accurate Background clients and applicants. Resolving issues efficiently across phone, email, and chat in a fast-paced environment.

Responsibilities

• Communicate with clients and applicants through phone, email, and chat queues.
• Provide information about products and services.
• Gather details related to complaints and requests.
• Process and resolve requests accurately and efficiently.
• Deliver training and guidance as needed.
• Use deductive and inductive reasoning skills to analyze information from callers and determine appropriate solutions, following through to completion.
• Document all call details, tasks, and actions in the CRM tool.
• Coordinate with supervisors, peers, leaders, and other departments regarding caller requests.
• Offer tutorials and guidance on proprietary systems.
• Adhere to Accurate Background quality standards for services by following client guidelines, regulations, policies, and procedures.
• Support team efforts to maintain service level agreements (SLA).
• Develop knowledge and understanding of specific Customer Service functions, order fulfilment, products and FCRA requirements.

Requirements

• Previous experience working on time-sensitive issues in a fast-paced environment.
• 1+ years of customer service experience.
• Experience in background screening industry preferred.
• Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution.
• Demonstrates a commitment to providing exceptional customer service by actively listening to customer concerns, responding promptly and professionally, and consistently aiming to exceed customer expectations.
• Utilizes effective communication and empathy to resolve issues efficiently, ensuring a positive customer experience.
• Good organization and time management skills with the ability to prioritize, manage several tasks at once and work effectively to deadlines.
• Analytical and problem-solving skills with the ability to effectively communicate solutions.
• Ability to work independently and as part of a team.
• Ability to learn quickly and retain knowledge.
• Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook).
• Knowledge of Salesforce preferred.

Benefits

• medical and dental