At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a forward-thinking company, we're always looking for talented individuals who share our passion for providing outstanding service and driving sales through exceptional customer interactions. We're excited to announce a fantastic opportunity for a Customer Service Agent to join our team on a fixed-term contract until July 2025.
**About arenaflex**
arenaflex is a dynamic and innovative company that offers a range of affordable self-storage solutions to suit all requirements. Our modern, clean, and bright stores are designed to provide a seamless experience for our customers, and our people are an integral part of what makes us successful. We're a company that values autonomy, teamwork, and continuous improvement, and we're looking for someone who shares these values to join our team.
**Key Responsibilities**
As a Customer Service Agent at arenaflex, you'll be responsible for delivering exceptional customer service through various channels, including phone, email, and social media. Your primary focus will be on managing existing customer enquiries and issues, ensuring first-step resolution where possible, and actively engaging with team competitions and incentives to drive personal and team goals. You'll also be responsible for:
* Positively managing existing customer enquiries and issues to ensure first-step resolution where possible
* Having a proactive and consistent approach to dealing with customer queries to actively maximize all opportunities to protect and increase revenue for the company
* Actively engaging with all team competitions and incentives to drive personal and team goals
* Achieving individual minimum KPI levels – daily, weekly, and monthly
* Providing feedback on the impact of changes to Process to the CC Manager
* Delivering exceptional customer service at all times, in accordance with the Customer Service Charter, and driving positive Feefo/Google reviews
* Dealing effectively with any customer complaints and resolving them to the satisfaction of the customer or escalating to the CC Manager where necessary
**Operations**
In addition to your customer-facing responsibilities, you'll also be responsible for:
* Keeping accurate records of all communications with customers on the RS3 Cloud system, including answer services, emails, social media, and phone conversations
* Ensuring all reporting tools are correctly completed to the agreed timelines
* Escalating any system issues that are reducing the department's ability to run effectively
* Escalating any issues raised by customers regarding customer-facing technology, such as access points, online check-in, and my account
* Providing suggestions and feedback to the CC Manager regarding improvements to systems that would enhance customer experience or improve activity
* Assisting the CC Manager in identifying ways to improve department processes
* Ensuring all equipment, such as laptops and headsets, is maintained and kept in good working order
**Benefits**
As a valued member of our team, you'll enjoy a range of benefits, including:
* 20 days pro rata holiday entitlement plus bank holidays
* Extra day holiday for your birthday/personal day
* Annual Company Events Day
* Hybrid Working
* Enhanced family policies – Maternity, Paternity
* Discretionary bonus scheme
* Laptop
**Requirements**
To be successful in this role, you'll need:
* 2 years of customer service experience (required)
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong problem-solving and analytical skills
* Ability to work independently and as part of a team
* Proficiency in using technology, including CRM systems and reporting tools
* Strong attention to detail and organizational skills
**Schedule**
As a remote worker, you'll have the flexibility to work from home and will be required to work Monday to Friday. Weekend availability may be required on occasion.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we'd love to hear from you. Please submit your application today, and let's start this exciting journey together!