Customer Service Officer (4 months contract)

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. Originally posted on Himalayas