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Job description

THE EMPLOYER IS: SMARTPAYNI The Customer Excellence Representative provides high-quality support to customers by managing queries, resolving issues, and maintaining accurate records in CRM systems. The role focuses on delivering a positive customer experience, ensuring service standards are met, and supporting wider operational processes.

Responsibilities

• Handle customer enquiries through email, phone, and online channels.
• Record, track, and update customer interactions in the CRM system.
• Provide accurate information and guidance based on product/service knowledge.
• Follow structured complaint-handling processes to log, escalate, and resolve issues.
• Monitor customer satisfaction through feedback tools and reporting systems.
• Update internal documentation including FAQs, scripts, and support resources.
• Collaborate with internal teams to ensure seamless customer experience.
• Participate in training and development activities.

Skills and Qualifications

Essential Skills

• Good communication skills (verbal and written).
• Competent computer skills with ability to learn CRM systems.
• Ability to organise workload and manage time effectively.
• Analytical thinking and attention to detail.
• Willingness to learn.

Desirable Skills

• Experience in customer service, call centres, or retail.
• Knowledge of CRM or ticketing systems (HubSpot).
• Familiarity with complaint-handling processes.

Further Information

The Employer is: SMARTPAYNI JobStart Opportunity - Working Hours Information - Standard Hours: up to 25 hours per week. - Flexible/Reduced Hours: May be available upon approval by a Work Coach. - Additional Hours: The employer may offer extra hours depending on availability. This should be discussed directly with the employer before starting employment. The job advert may end before the closing date if requested by the employer.

Application Information

JOBSTART IS OPEN TO WORKING AGE BENEFIT CLAIMANTS WHO ARE DEEMED ELIGIBLE BY A WORK COACH. If you are on Universal Credit, please contact your Work Coach via your Journal. If you are in receipt of any other working age benefit, please contact your local Jobs & Benefits Office on 0800 001 5782.