Job Description

We are on the hunt for a passionate, personable, and customer-centric individual to become part of our expanding team as a Customer Service Agent. In this role, you will be the welcoming voice that greets customers, ensuring that each interaction is approached with care, professionalism, and sincere support. With a blend of patience and positivity, you'll turn every engagement into an opportunity for customers to feel appreciated and understood.


Reporting directly to the Customer Service Team Leader, you will represent the customer's voice within the business, actively contributing to ongoing improvements by translating customer feedback into actionable insights.


This is an incredible chance to influence our customer experience, nurture long-lasting relationships, and play a crucial part in a growing business dedicated to sustainability.

Requirements

Customer Relationship Management:

Respond to all customer interactions across multiple platforms (email, live chat, Trustpilot, social, phone), ensuring consistently excellent service. Share customer insights and trends with the wider team to inform product development and marketing strategies. Foster strong, long-term customer relationships that drive loyalty and advocacy.

Operational Excellence:

Monitor and report on key customer service metrics including ticket volumes, response/resolution times, and customer sentiment. Act as a customer advocate by escalating unresolved issues and ensuring timely follow-up and resolution. Help shape and improve customer service policies, FAQs, templates, and knowledge base content, AI interaction and deployment. Manage order queries, refunds, and warranty claims in line with company policies. Work with technical teams to ensure smooth handling of product-related issues.

Product Knowledge:

Build and maintain a strong understanding of Culligan's water filtration products and industry trends. Communicate technical concepts clearly to customers, ensuring they feel informed and supported.

Continuous Improvement:

Identify opportunities to improve processes, tools, and overall customer experience. Support the development of customer-centric initiatives that contribute to business growth.

About You:

At least a year of experience in a customer service leadership or supervisory position, preferably in fields like e-commerce, consumer goods, or water filtration. Excellent written and verbal communication abilities, delivered with a friendly and professional approach. A naturally proactive individual with strong organisational skills, comfortable working remotely and independently. Familiarity and hands-on experience with CRM platforms such as Gorgias or Zendesk. A genuine passion for sustainability and enhancing everyday wellness through improved water quality is definitely a plus!

Benefits

Pension scheme 25 Days Annual leave Life Assurance Ongoing training and development opportunities Culligan Product discounts Remote working, with monthly visits to our London office The opportunity to shape the future of our customer experience in a growing business A friendly, motivated, and supportive team environment Continuous professional development * 24/7 Employee Assistance Programme