Instant Impact
Customer Service Agent
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Role Purpose
As a Customer Service Agent, you will be the first point of contact for our customers, ensuring queries and issues are quickly understood, triaged and directed to the right teams. You will play a key role in improving responsiveness by coordinating case activity, keeping customers informed, and helping drive timely resolution.
Key Responsibilities
- Act as the first point of contact for inbound customer queries via phone and email
- Accurately capture, create and assign customer cases to the appropriate teams
- Triage incoming queries to ensure they are routed quickly and correctly for resolution, closing non-actionable matters at first point of contact where possible to reduce unnecessary cases requiring internal assignment
- Provide clear and timely updates to customers on the status of their case
- Monitor case progress and follow up with internal teams where responses fall outside agreed SLAs
- Liaise with relevant teams to drive responsiveness and maintain momentum on active cases
- Support the Enquiries team during peak periods or overflow demand
- Respond to customer reviews on third-party platforms (e.g. Trustpilot) and ensure follow-up actions are raised and tracked via customer cases
- Maintain accurate records of all customer contact and case activity
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Skills, Knowledge and Expertise
Skills & Experience
- Previous experience in a customer service, helpdesk or contact centre role
- Ideally, candidates will have some previous sales experience
- Strong communication skills, with a clear and professional tone
- Ability to triage and prioritise multiple queries effectively
- Experience using CRM or case management systems
- Strong organisational skills and attention to detail
- A proactive approach to following up and driving responses from others
- Comfortable handling complaints and escalating where needed
- Ability to work collaboratively across teams
Key Behaviours
- Customer-focused: puts the customer at the centre of every interaction
- Responsive: acts with pace to move queries forward
- Coordinated: keeps cases moving by working across teams
- Accountable: takes ownership for triaging and tracking cases
- Clear communicator: provides simple, timely updates to customers
Success Measures
- Speed and accuracy of case triage and assignment
- Customer response times and SLA adherence
- Quality and clarity of customer updates
- Customer satisfaction (CSAT / Trustpilot response quality)
- Reduction in delays caused by misrouting or lack of follow-up
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About
About Instant Impact
Instant Impact helps organisations turn talent into a competitive advantage. We do this through two core solutions:
- Impact Talent: our embedded recruitment solution that blends expert in‑house teams with a modular, AI‑powered tech stack to build high‑performing TA functions and deliver consistent hiring outcomes.
- Impact X: our Executive Search solution, designed to connect organisations with exceptional senior leaders who drive transformation and growth.
How We Work:
At Instant Impact, our approach is shaped by three core principles that guide everything we do:
- Growth Mindset: We believe in continuous improvement, for ourselves, our teams, and our clients. Every challenge is a chance to learn, innovate, and raise the bar.
- Accountability: We own our commitments. From hitting SLAs to developing our people, we do what we say we'll do and we measure what matters.
- Pace & Collaboration: Speed wins, but not at the expense of quality. We work closely together across teams, with clients, and with candidates to move faster and smarter.
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