Customer Service Officer, 4 months contract

• Respond to inbound customer calls in a timely and professional manner, aiming for one-touch resolution
• Handle customer disputes and complaints according to company values, terms and conditions, and escalation procedures
• Implement client retention strategies to maximise long-term customer satisfaction and loyalty
• Meet and exceed KPIs including average handling time, first contact resolution, quality scores, and customer satisfaction (CSAT)
• Escalate complex enquiries and follow up to ensure timely resolution
• Share feedback and participate in team meetings and training sessions
• Maintain working relationships with clinic, client, and internal support teams
• Communicate clearly and professionally with customers and colleagues
• Collaborate with colleagues and managers to share knowledge and support team goals

• 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
• Quiet, professional home working environment
• Reliable broadband connectivity
• Availability for early mornings, evenings or weekend shifts depending on customer demand

• Learning opportunities, mentoring, and support
• Team-building events
• Company-wide celebrations
• Wellness programs
• World-class office spaces
• Work with global brands and international clients
• Continuous learning and development
• Engaging employee programs