Customer Service Representative

CSP, part of The Meliora Group, is a manufacturer of printed collateral to the public and private sectors. Established for 50 years, CSP has a proud reputation of high quality service.

Job Title: Customer Service Representative

Department: Customer Services

Reports to: Customer Service Manager

Location: Rochester

Job Type: Full Time

Salary: Up to £35,000 DOE

Overview:

The Customer Service Representative is responsible for delivering a high-quality customer experience by acting as the primary point of contact for customer enquiries via telephone and email. The role focuses on responding promptly to customer queries, providing accurate information regarding orders and deliveries, and resolving complaints in line with company policies.

This position requires effective communication, strong attention to detail, and the ability to manage sensitive information confidentially. The role also supports sales performance by promoting products and services, maintaining customer satisfaction, and contributing to long-term customer retention.

Key Responsibilities:

• Respond promptly and professionally to customer enquiries via telephone and email to enhance the customer service experience.
• Listen attentively and communicate clearly with customers regarding issues, order progress, and delivery of printed jobs.
• Log, update, and manage customer complaints and enquiries accurately within company systems.
• Maintain accurate customer and account records, retrieving information as required to support reporting for management.
• Handle sensitive customer and financial information with discretion and confidentiality.
• Work closely with management to maintain best practices for effective and efficient customer communication.
• Apply up-to-date knowledge of company rules and policies to resolve issues relating to returns, faulty products, incorrect deliveries, and delivery delays.

• Answer customer questions regarding new products and services, and actively promote sales where appropriate.
• Learn and apply company policies consistently to deliver fair and effective customer solutions.
• Support business performance by increasing customer satisfaction and contributing to improved sales outcomes.

Qualifications and experience

• Previous experience in a customer service or customer-facing role is desirable.
• Confident using computer systems to log enquiries, manage records, and generate reports.
• Ability to learn internal systems and processes quickly.
• Experience handling customer complaints and resolving issues effectively.
• Understanding of data protection and confidentiality requirements.

Key Competencies

• Excellent verbal and written communication skills.
• Patient, empathetic, and customer-focused approach.
• Strong organisational skills with attention to detail.
• Ability to remain calm and professional in challenging situations.
• Willingness to learn and adapt to company policies and procedures.
• Team-oriented mindset with the ability to work closely with management and other departments.