Customer Service Agent

Customer Service Agent

YOU WILL NOT BE EMPLOYED BY INSTANT IMPACT, THIS ROLE IS BEING ADVERTISED ON BEHALF OF A CUSTOMER

Role Purpose

As a Customer Service Agent, you will be the first point of contact for our customers, ensuring queries and issues are quickly understood, triaged and directed to the right teams. You will play a key role in improving responsiveness by coordinating case activity, keeping customers informed, and helping drive timely resolution.

Key Responsibilities

Key Responsibilities

• Act as the first point of contact for inbound customer queries via phone and email
• Accurately capture, create and assign customer cases to the appropriate teams
• Triage incoming queries to ensure they are routed quickly and correctly for resolution, closing non-actionable matters at first point of contact where possible to reduce unnecessary cases requiring internal assignment
• Provide clear and timely updates to customers on the status of their case
• Monitor case progress and follow up with internal teams where responses fall outside agreed SLAs
• Liaise with relevant teams to drive responsiveness and maintain momentum on active cases
• Support the Enquiries team during peak periods or overflow demand
• Respond to customer reviews on third-party platforms (e.g. Trustpilot) and ensure follow-up actions are raised and tracked via customer cases
• Maintain accurate records of all customer contact and case activity

Skills, Knowledge and Expertise

Skills & Experience

• Previous experience in a customer service, helpdesk or contact centre role
• Ideally, candidates will have some previous sales experience
• Strong communication skills, with a clear and professional tone
• Ability to triage and prioritise multiple queries effectively
• Experience using CRM or case management systems
• Strong organisational skills and attention to detail
• A proactive approach to following up and driving responses from others
• Comfortable handling complaints and escalating where needed
• Ability to work collaboratively across teams

Key Behaviours

• Customer-focused: puts the customer at the centre of every interaction
• Responsive: acts with pace to move queries forward
• Coordinated: keeps cases moving by working across teams
• Accountable: takes ownership for triaging and tracking cases
• Clear communicator: provides simple, timely updates to customers

Success Measures

• Speed and accuracy of case triage and assignment
• Customer response times and SLA adherence
• Quality and clarity of customer updates
• Customer satisfaction (CSAT / Trustpilot response quality)
• Reduction in delays caused by misrouting or lack of follow-up