Customer Service Assistant

Customer Service Specialist Location: Bracknell, Berkshire Salary: £28,000 - £35,000 per annum Working Pattern: Full-time, office-based Experience: Minimum 2 years' relevant experience The Opportunity We are recruiting for a Customer Service Specialist to join a growing international business operating within the mobile technology and consumer electronics sector.

The business specialises in the distribution of pre-owned and refurbished mobile devices, working with leading consumer technology brands and retailers to deliver a range of customer programmes, including mobile phone trade-ins, device buy-backs and refurbished device sales.

This is an excellent opportunity for an experienced customer service professional to join a growing team, supporting customers across the UK and wider EMEA region. You will be responsible for delivering an excellent customer experience across telephone, email and live chat, handling enquiries, resolving complaints and managing queries relating to orders, trade-ins, payments, returns and warranties.

Key Responsibilities Provide customer support via telephone, email and live chat across multiple customer programmes. Handle enquiries relating to mobile device trade-ins, buy-backs, refurbished device sales and associated services.

Support customers throughout the trade-in process, including submissions, device receipt, inspections and valuations. Respond to queries regarding orders, payments, refunds, credits and payment status. Manage returns, replacements and warranty claims, ensuring cases are resolved efficiently.

Take ownership of customer complaints, providing timely resolutions and escalating more complex issues where necessary. Work towards customer service KPIs, including service levels, response times and first-contact resolution.

Accurately record customer interactions, enquiries and outcomes within the relevant ticketing systems. Liaise with internal departments, including logistics, quality control and finance, to resolve outstanding customer queries.

Follow established procedures and ensure compliance with data protection requirements, including UK GDPR. Identify recurring customer issues and recommend improvements to processes and service delivery. About You To be successful in this role, you will ideally have: At least 2 years' experience within a customer service or contact-centre environment. Excellent written and verbal communication skills. Experience h...

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