Customer Service Specialist

Panda • Permanent • Wirral, Merseyside, England, United Kingdom • £24.86k / year • 1d ago

Customer Service Specialist

Department: Customer Contact Centre
Reports to: Contact Centre Manager
Location: Office based
Hours: Typically 08:30–17:00, 5 days per week.

Role Overview

At Panda, we value waste. We are looking for a Customer Service Specialist to join our Customer Contact Centre team.

This role is the first point of contact for customers who get in touch with Panda by phone, email and Live Chat. You will help customers with queries about their waste services, resolve issues, provide clear information and support customers in using our digital tools and services.

This is a great opportunity for someone who enjoys helping people, solving problems and working in a busy, customer-focused environment. Full contact centre training will be provided, so previous contact centre experience is not essential.

Key Responsibilities

As a Customer Service Specialist, you will:

Handle inbound customer contacts through Panda’s contact centre phone lines, email and Live Chat
Provide accurate information and support customers with service-related queries
Guide customers through Panda’s digital tools, online services and processes
Manage customer complaints with empathy, ownership and professionalism
Maintain and update customer account records accurately in line with company procedures
Record actions taken and ensure customer information is kept up to date
Identify opportunities to improve the customer experience and share feedback with the wider team
Advocate for and educate customers on digital tools and self-service options
Work in line with relevant waste, service and compliance requirements
Support the wider contact centre team to deliver a professional, consistent and helpful service

About You

We are looking for someone who is confident speaking with customers, comfortable using systems and motivated by delivering great service.

You will have:

Excellent communication and active listening skills
A strong customer focus and a genuine passion for helping people
A calm, professional and positive approach
Good problem-solving skills
Confidence using digital systems and the ability to learn new technology
Resilience and adaptability in a busy contact centre environment
Good organisation skills and the ability to manage multiple tasks

Desirable Experience

The following would be helpful, but is not essential:

Experience in a customer service, contact centre or call handling role
Experience using CRM or contact centre systems
Ability to handle challenging calls with empathy and professionalism
Experience supporting customers through digital tools or online processes

Training

Full contact centre training will be provided. We are open to candidates with the right attitude, communication skills and willingness to learn.

Why Join Panda?

This Customer Service Specialist role is a great opportunity to join a busy, supportive team where you will play an important part in helping customers and keeping essential waste services running smoothly.

You will be part of a business focused on service, sustainability, safety and continuous improvement.

Join us on the journey.

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