Customer Care Representative jobs in United Kingdom

About us: Kelsey Media is fast-moving content media business. We publish a range of specialist consumer and business magazines in print and in digital formats. We also publish several websites, and we run a series of live events. We have office in Horncastle, Lincolnshire and in Yalding, Kent.

This role is based in Horncastle.

Job description: To provide a high-quality, efficient service, and whenever possible, resolve request on first contact.

Customers contact us by phone, email, chat. They typically contact us to buy a magazine subscription or a one-off copy, or because they have a query related to a subscription, product purchase or an event ticket that they bought online.

As a team, we aim to work to high standards to ensure Kelsey’s values are delivered.

Key responsibilities:
* Answering incoming calls, emails, and chats from customers across a range of specialist and lifestyle magazines and events, to an agreed SLA.
* Responding to customer enquiries quickly and efficiently.
* Constantly striving to improve customer satisfaction.
* Problem solving by clarifying, researching, and exploring answers and alternative solutions.
* Making customer service outgoing calls as directed
* Maximising the value of every call by offering additional relevant products which may be of interest to our customers.
* Ensuring that all administration tasks are completed accurately and on time.
* Build sound product knowledge including digital and company websites
* Support the warehouse team when required.

Key results/Objectives
* Answer all calls within 3 rings.
* Respond to customers email promptly to ensure we meet SLA targets
* Maintain Kelsey Publishing’s high standards of customer service.

Reporting to
Customer Service Team Leader

Skills and experience
* Excellent all-round communication skills
* Excellent attention to detail
* Good problem-solver
* Familiar with Microsoft Office products
* Comfortable using various online applications
* Comfortable handling basic digital support queries
* Able to work independently and as part of a team
* Previous customer service experience would be an advantage

Location, hours, and benefits
* This role is office-based, in Horncastle, Lincolnshire. You will work at least three days a week in the office.
* Hours are 8:30am – 5pm although part-time hours will be considered
* We do occasional weekend work around events, either providing email support from home, or helping on-site. This is organised on a voluntary basis wherever possible.
* 25 days holiday + your birthday off
* Free parking

To apply for this role please send your CV to hr@kelsey.co.uk