Join Alcerno – Group – Pioneers in Business Outsourcing:
At Alcerno Group, we don't just help organizations excel; we foster a work environment where our employees thrive and grow alongside us. As leaders in business outsourcing, we provide a unique opportunity for you to be at the forefront of industry innovation, delivering streamlined operations and exceptional client service.
Why Us?
Innovative environment:
Work with seasoned experts and be part of a team that drives impactful communication and operational excellence. We prioritize learning and development, ensuring you have the tools to succeed.
Career Growth:
We believe in nurturing talent from within. Our comprehensive services are not just for our clients but also for our employees. We offer clear paths for advancement, ensuring your career grows as rapidly as your skills do.
Supportive Culture:
Our company culture is built on collaboration and respect. We value each team member's contributions and promote a healthy work-life balance.
Unmatched Benefits:
Competitive salaries, excellent benefits, and opportunities for professional growth make Alcerno Group a fantastic place to build your career.
Apply now to start your exciting journey with Alcerno Group, where we hold the highest standard of work ethic and professional excellence. Be part of something exceptional.
Alcerno Group is an equal-opportunity employer. We encourage applications from all qualified individuals, regardless of race, religion, gender, sexual orientation, or disability
Overview
We are seeking a dedicated and personable Customer Care Representative to join our growing team. As a Customer Care Representative, you will be the first point of contact for our clients' customers, handling a variety of inquiries and providing support through multiple channels including phone, email, and live chat. You will play a crucial role in ensuring customer satisfaction by delivering prompt and effective assistance, resolving issues, and fostering strong customer relationships.
Duties
Customer Interaction:

• Handle inbound and outbound calls, emails, and live chat interactions in a professional and courteous manner.
• Respond to customer inquiries promptly, addressing their questions, concerns, and requests accurately and efficiently.
• Identify customer needs and provide appropriate solutions or escalate issues to the relevant department when necessary.

Problem Resolution:

• Troubleshoot and resolve customer complaints or issues, maintaining a calm and positive demeanor even in challenging situations.
• Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the outcome.
• Document all customer interactions, including inquiries, comments, and complaints, in the customer service database.

Knowledge Management:

• Stay up to date with product and service information, including any updates or changes, to provide accurate and timely information to customers.
• Share insights and feedback from customers with the team to help improve services, products, and customer experiences.

Collaboration and Communication:

• Work closely with other departments, such as sales, marketing, and technical support, to resolve customer issues and provide seamless service.
• Participate in regular team meetings and training sessions to enhance service delivery skills and product knowledge.

Performance Targets:

• Meet or exceed key performance indicators (KPIs) such as response time, customer satisfaction scores, and resolution rates.
• Strive to continuously improve personal performance metrics and contribute to team goals.

Administrative Tasks:

• Maintain accurate records of customer interactions and transactions.
• Assist in preparing reports and analyzing customer service data to identify trends and areas for improvement.

Multichannel Support:

• Adapt to various customer service software and platforms as needed, ensuring a consistent customer experience across all channels.
• Handle social media customer service requests, if applicable, with the same level of professionalism and efficiency.

Experience – Proven experience as a Customer Care Representative or in a similar customer service role preferred.
Skills
Excellent communication skills, both verbal and written.
Strong problem-solving abilities and attention to detail.
Ability to remain calm under pressure and handle challenging customer interactions.
Proficiency in using customer service software, CRM systems, and other relevant tools.
A customer-oriented attitude with a genuine desire to help people.
Benefits:

• Company events
• Life insurance
• Overtime bonus
• Referral program
• 31 days paid holiday
• Personal development plans
• Hybrid work available
• Maternity leave
• Paternity leave

Must have the right to work in the UK.
Job Types: Full-time, Part-time, Permanent, Fixed term contract, Temp to perm, Apprenticeship
Pay: From £22,000.00 per year
Experience:

• Customer service: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Location:

• London, Greater London (required)

Willingness to travel:

• 75% (preferred)

Work Location: On the road