Customer Service Representative

Qualifications

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Job role

The primary objective of this role is to perform all Control Room Duties and operations in a timely, efficient, and courteous manner; ensuring that all company policies and procedures are complied with.

Duties & Responsibilities

Load and manage site schedules/rotas and client/emergency bookings in Timegate.

Execute daily control room operations as directed by the National Control Room Manager.

Maintain and update systems like Timegate/APIS, handle subcontractor reports, emails, and emergency cover.

Communicate effectively with clients, operations teams, and employees.

Investigate and report discrepancies and incidents promptly.

Generate and distribute reports (daily/weekly/monthly).

Provide customer service and front desk support outside regular hours.

Support project work and maintain professional standards including punctuality and appearance.

Follow health and safety procedures and pursue skill development.

Perform any other duties assigned by senior management.

Skills & Knowledge

Overall, 1-2 years of work experience preferably in managing a control/command room business

environment.

Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.

Strong administrative, customer/client multi-channel (Voice, Email, Meetings) connect experience.

Excellent verbal and written communication. Familiarization with UK, British accent and cultural nuances

Trained in UK communication style and cultural etiquette

Effective organizational skills and ability to work under pressure

High attention to detail.

Strong computer literacy.

Demonstrates self-initiative.

100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements,

service delivery.

24/7 business environment, service delivery. Rotational weekly offs. Not Fixed.