Job Title : Customer Service Officer

Line Manager : Training and Customer Service Manager

Department: Customer Service

Contract Type: Permanent

Working Hours: Full time, Monday-Friday 09:00-17:30 (37.5 hours per week)

Location: Manchester

Salary : £18,000 

Annual Holiday: 20 days per year plus 8 bank holidays

Overall Purpose of the Job :

Responsible for day-to-day customer service duties. To oversee and implement the customer service policies.

The key tasks include but are not limited to:

  • Provide professional and high-level customer service through phone calls, emails and social network at all times
  • Process & investigate customer complaints and coordinate with department leaders for appropriate solutions
  • Sample customer service quality or inspect regularly
  • Conduct customer satisfaction surveys and collect customers’ feedback through various channels
  • Provide regular reports and data analysis based on the surveys
  • Collect feedbacks from reports and data users
  • Attend training sessions on company service/products
  • Any relevant work designated by the line manager

Required Knowledge, Skills and Experiences:

  • Have excellent written and verbal communication skills in both English and Mandarin
  • Have excellent customer service skills
  • Attention to detail
  • The ability to remain objective
  • Proficient in the use of Microsoft Excel
  • Good learning ability

Desired Knowledge, Skills, and Experiences:

  • Experience of a high level of customer service
  • Previous relevant work experience would be beneficial
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