Customer Service Representative

Qualifications

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Job role

The primary objective of this role is to perform all Control Room Duties and operations in a timely, efficient, and courteous manner; ensuring that all company policies and procedures are complied with.

Duties & Responsibilities

· Load and manage site schedules/rotas and client/emergency bookings in Timegate.

· Execute daily control room operations as directed by the National Control Room Manager.

· Maintain and update systems like Timegate/APIS, handle subcontractor reports, emails, and emergency cover.

· Communicate effectively with clients, operations teams, and employees.

· Investigate and report discrepancies and incidents promptly.

· Generate and distribute reports (daily/weekly/monthly).

· Provide customer service and front desk support outside regular hours.

· Support project work and maintain professional standards including punctuality and appearance.

· Follow health and safety procedures and pursue skill development.

· Perform any other duties assigned by senior management.

Skills & Knowledge

· Overall, 1-2 years of work experience preferably in managing a control/command room business

environment.

· Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.

· Strong administrative, customer/client multi-channel (Voice, Email, Meetings) connect experience.

· Excellent verbal and written communication. Familiarization with UK, British accent and cultural nuances

· Trained in UK communication style and cultural etiquette

· Effective organizational skills and ability to work under pressure

· High attention to detail.

· Strong computer literacy.

· Demonstrates self-initiative.

· 100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements,

service delivery.

· 24/7 business environment, service delivery. Rotational weekly offs. Not Fixed.