- Job Title: Customer Service Plus Agent
- Reports to: Customer Care Plus Team Manager
- Direct Reports: N/A
- Resolve escalated and complex customer issues across phone, email, and chat channels.
- Own customer interactions endгі to end, ensuring clarity, care, and resolution.
- Collaborate with cross-functional teams to remove friction and solve root problems.
- Contribute insights and suggestions for process and service improvements.
- Meet or exceed SLA targets and key performance indicators.
- Model company values and OHI practices in all interactions.
- Proactively follow up on unresolved customer issues and ensure timely closure.
- Escalate critical incidents appropriately while maintaining ownership and accountability.
- Support the offshore team by acting as a point of contact for escalations, guidance, and issue resolution.
- Assist in creating and maintaining internal knowledge base articles and process documentation.
- Support testing and feedback loops for new tools, workflows, or platform updates.
- Participate in calibration sessions and peer reviews to ensure service consistency and quality.
- Actively contributes to team huddles, retrospectives, and improvement discussions.
- Mentor and support new starters or colleagues as a subject matter expert when needed.
- CSAT (Customer Satisfaction Score)
- Ticket resolution time
- Trust Pilot
- Call Abandon Rate
- Email Response Times
- Quality assurance results
- Strong communication and problem‑solving skills
- Experience handling escalated or complex customer queries
- Comfortable working with ambiguity and under pressure
- Te... skim?
- Proactive, with a growth mindset and a desire to improve continuously
- Entry level
- Full‑time
- Customer Service
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Customer Care Plus Agent - Nottingham - Blinds 2go
Description
Role Overview
As a Customer Care Plus Agent, you will handle the most complex, technical, and sensitive customer queries. You will be empowered to take ownership of issues from start to finish and will play a key role in delivering an exceptional customer experience. Your performance will have a direct impact on customer satisfaction, operational efficiency, and brand reputation.
Our Company
At Blinds2Go, our people are our stars. We foster an environment where autonomy and challenge are embraced, empowering our team members to take ownership of their work and push the boundaries of innovation. We believe our team will help us to become the fastest-growing, most loved, and most efficient window coverings company in the world.
Transparency: We lead by example and inspire others to achieve excellence in the right way.
Accountability: We take ownership and are responsible for our actions and decisions.
Meritocracy: We set challenging but realistic targets and deliver results passionately. Integrity and hard work are at the core of our culture, and we go the extra mile.
Key Responsibilities
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Key Performance Indicators (KPIs)
Skills & Experience Required
Seniority level
Employment type
Job function
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Customer Care Plus Agent
Only for registered members Nottingham, England
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Agency Contract Specialist
Only for registered members Nottingham
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Credit Controller
Only for registered members Nottingham
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Credit Controller
Only for registered members Nottingham
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Machine Learning Engineer
Only for registered members Nottingham
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Water Plumber
Only for registered members Nottingham
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Customer Service Agent
Only for registered members Nottingham
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Collections Agent
Only for registered members Nottingham
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Field Service Engineer
Only for registered members Nottingham
-
Rental Operations Agent-3
Only for registered members Nottingham
-
Operations Executive
Only for registered members Nottingham NG AQ
-
Senior Contracts Administrator
Only for registered members Nottingham
-
Senior Contracts Administrator
Only for registered members Nottingham
-
I&C Billing Analyst
Only for registered members Nottingham
-
I&C Billing Analyst
Only for registered members Nottingham
-
SME Billing Analyst
Only for registered members Nottingham
-
Customer Sales Advisor
Only for registered members Nottingham
-
Cleaning Services Assistant
Only for registered members Nottingham
-
Collections Agent
Only for registered members Nottingham, England
-
Inbound Customer Service Agent
Part time Only for registered members Nottingham
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Customer Service Agent
Only for registered members Nottingham, England