Posted 2 days ago
Customer Service AgentHarperCollins UK · Glasgow
Customer Service Agent
GlasgowHybridFull-time
AI Summary
Handles escalated customer enquiries and complaints by phone and order processing, resolving issues within set timelines while keeping accurate records and meeting daily department service levels.
About this role
Manage all escalated enquires within our customer service department communicating effectively with customers, stakeholders to resolve issues within expected timelines.
Key Responsibilities
- Processing orders and taking calls from our customers when needed
- Taking ownership of customer issues, escalations, or complaints in a professional and timely manner
- Enhancing customer service experience wherever possible
- Keeping accurate records and documenting customer service actions
- Managing volumes to achieve daily department SLA’s
Skills, Knowledge & Expertise
- Proven work experience in a similar type of role focused on customer service
- Excellent knowledge of management methods and techniques
- Experience working closely with clients and customers
- Experience handing customer issues and complaints professionally and efficiently
- Enthusiastic and proactive
- Complaint resolution
- Work collaboratively with relevant stakeholders
- Organised and efficient
- Resilient and able to work under pressure
- Results and targets focused
Skills
Call HandlingComplaint ResolutionCustomer Relationship ManagementCustomer ServiceEscalation ManagementOrder ProcessingRecord KeepingSLA ManagementStakeholder Communication
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- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.