Be a part of something special where you help create magical moments for customers of all ages! We’re looking for an outstanding Customer Support Agent to engage customers through entertaining and magical interactions! Please note that this is a hybrid role working 2 days in the Hammersmith office in London and 3 days working from home.

About the company
Our client, one of the leading global customer experience companies, is seeking a Customer Support Agent for a hybrid work from home – office role in Hammersmith. Our client supplies local and global clients with forward-leaning customer experience solutions via voice, chat, social media etc. They employ 30,000 Customer Support Agents at 69 offices, across 26 countries. By leveraging their capabilities across their global team, they are able to provide customer care, sales and technical support with a particular focus on the financial services, telecoms, retail, public service & utility sectors.

About the role and responsibilities
As a Customer Support Agent, you will receive an orientation induction followed by product and social training which will be conducted remotely and your responsibilities will include:

• Answer emails and respond to guests across different social media platforms to assist guests while ensuring you provide the best retail experience in the world!
• Monitor Guest queries via Social Media, flagging any concerning/ sensitive content to the Guest service team
• Identify and resolve issues that impact guests’ experiences
• Channel escalated issues to appropriate supervisory staff
• Maintain up-to-date knowledge of products and updates to the product
• Support with communication between Guest Services and other internal departments
• To ensure all relevant Guest information, and detail of query is recorded accurately and timely in the CRM within the agreed timeframe
• Demonstrate a full understanding of the business processes, procedures, relevant product knowledge and systems so that accurate and appropriate information is always given
• Troubleshoot technical queries
• Multitask in systems while patiently providing updates or instructions to guests
• Work independently with discipline and motivation to succeed in a virtual environment
• Work in a highly structured environment where full adherence is expected

About you
As a Customer Support Agent you should have/be:

• Excellent written and verbal communication skills
• Previous Customer Support experience
• Able to maintain 100% strict adherence to the assigned schedule
• Able to work a variety of shifts, including evenings, weekends, and holidays
• Strong computer knowledge (Word and Excel and knowledge of other systems in relation to Customer Support)
• Ability to help customers facing issues without further escalation
• Willingness to follow procedures and adhere to policies
• Able to multitask while talking to customers on the phone
• Able to thrive in a fast-paced work environment
• An excellent communicator and team player
• Able to actively listen to customer needs and demonstrate empathy
• Experience troubleshooting basic online retail store process (preferred)
• Previous call centre and/or work from home experience (preferred)
• Experience using Zendesk (preferred)

About the hours & rewards
As a Customer Support Agent you will receive:

• Salary of £25,500 per annum
• Annual leave amounts: 25 days + 8 bank holidays that can be taken as a day in lieu if scheduled to work
• Work experience for a global entertainment company
• Hybrid working schedule
• Paid training
• Great work/life balance
• Friendly and fun work environment
• Good location close to all local amenities, tube and train station
• Eye-test vouchers

The successful Customer Support Advisor will be required to work 37.5 hours a week on a shift pattern that includes working Monday to Friday and Saturday to Sunday (two weekends in a month). The working hours rotate weekly, including 8.00 am - 4.30 pm, 9.00 am - 5.30 pm and 10.30 am - 7.00 pm. The weekend rotation will include two working weekends, followed by two non-working weekends. The hours for the weekend are 9.00 am – 5.00 pm and 10.00 am – 6.00 pm.

Hybrid working: 2 days in Hammersmith office, London and 3 days working from home. Please note that during the first weeks more presence in the office will be required to fully settle in the role.

How to Apply
Please note that eRecruitSmart is advertising the role of Customer Support Agent on behalf of the Hiring Company and your CV will be sent to the Hiring Manager who is responsible for the vacancy that you have applied to. Please only apply if you consent to these terms.

You must have eligibility to work in the UK.   Please note, only suitable applicants will be contacted.  If your address and contact details are not on your CV, you will not be considered.

We look forward to hearing from you!


Customer service advisor, Customer Support agent