Customer Service Representative

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Company Summary 

Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.

Role Summary 

Working within our Deaf Customer Support department you will be dealing with customer calls in BSL to ensure that we are providing them with great customer service. The Customer Service Representative is responsible for providing high-quality service to customers by addressing inquiries, resolving complaints, as well as collaborating with other departments. The role involves interacting with customers through various communication channels, including phone, email, chat, and ensuring a positive customer experience.

Job Title: Customer Service Representative

Reports to: Head of Customer Success

Hours/Contract: 37.5 hours per week/Full Time/Permanent

Salary: £24,000

Job Start: ASAP

Application Closing Date: 16/05/2025

Candidates must be eligible to work in the UK. We will not be able to provide visa sponsorship for this position. Due to the volume of applications expected, only shortlisted candidates will be contacted.

Essential Duties and Responsibilities

• Be fluent in BSL.
• Answer incoming calls, emails, and chat inquiries from customers.
• Provide accurate, valid, and complete information to customers by using the right tools and resources.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Identify and assess customers’ needs to achieve satisfaction.
• Troubleshoot and resolve product or service problems by clarifying the customer’s issue and determining the best solution.
• Escalate complex issues to higher management, when necessary, while keeping the customer informed.
• Stay updated on product features, pricing, and industry trends.
• Provide customers with relevant information and suggest additional products or services.

Knowledge, Skills, and Abilities

Product and Service Knowledge:

• In-depth understanding of the company’s products, services, and offerings.
• Knowledge of common issues or questions customers may have and the solutions.

Customer Relationship Management (CRM) Systems:

• Familiarity with CRM software and customer service tools (e.g., Salesforce)
• Understanding how to update, track, and manage customer information and interactions.

Company Policies and Procedures:

• Knowledge of company policies, processes, and standard operating procedures related to customer service, such as returns, exchanges, and refunds.

Industry Knowledge:

• Understanding of industry trends, competitors, and best practices in customer service.

Communication Skills:

• Excellent verbal and written communication skills, capable of conveying information clearly and concisely.
• Active listening skills to fully understand customer needs and concerns.

Problem-Solving Skills:

• Strong analytical skills to diagnose issues and find effective, efficient solutions.
• Ability to think quickly, make decisions, and offer alternative solutions in real-time.

Empathy and Patience:

• Ability to empathize with customers, demonstrating patience and understanding when dealing with difficult situations.

Time Management and Organisation:

• Efficiently manage multiple tasks, prioritize issues, and manage time effectively, especially during high-volume periods.

Technical Skills:

• Proficient with computers and customer service software.
• Comfortable with using various communication tools like chat, phone, and email.

Conflict Resolution:

• Ability to de-escalate situations and handle complaints or disputes professionally.

Experience

• Minimum 2 years experience

Other General Requirements/Additional Notes 

• Travel as the business requires.

We can offer you: 

• Vitality Private Health Insurance
• 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years
• Cycle Scheme
• Tech Scheme
• Workplace Pension
• British Sign Language Level 1, 2 & 3
• Personal VRS & VRI Package
• Life Relevancy Plan
• Company Sick Pay
• We Care Service (paid time to volunteer)

Equal Opportunity Employer 

We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications, Sign Language Interactions, and SignVideo. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.