Customer Service Analyst

Customer Service Agent, Gateshead area

£25,000 per annum, hybrid working

Talent84 is pleased to support our long-term client, a leading software solutions provider, in their search for a Customer Service Agent.

As a Customer Service Agent, you'll be part of a supportive team, assisting customers with product and service inquiries via the helpdesk. Your main focus will be delivering excellent customer service by responding to queries and resolving issues efficiently and professionally.

Youll work within helpdesk hours (Monday to Friday, 8am6pm, on a rotating 8-4 or 10-6 shift pattern). Our client fosters a positive work environment and offers a hybrid working model (2 days in the office).

Key Responsibilities

• Respond to customer enquiries promptly and professionally.
• Log and track issues, ensuring they are directed to the correct team for resolution.
• Keep customers updated on the status of their queries.
• Listen to customer needs and provide clear, accurate information.
• Document actions taken and contribute to the teams knowledge base.
• Monitor systems and escalate issues as needed.
• Stay informed about products and services to provide effective support.

Key Criteria

• Experience in a fast-paced customer service or helpdesk role.
• Strong communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Problem-solving skills and attention to detail.
• Proficiency in Microsoft Office (Excel, Outlook, Word).
• Flexibility to work within the stated hours.
• Knowledge of the water, gas, or electricity industry is a plus but not essential.