Tile Merchant is seeking a dedicated and customer-focused Phone Customer Service Agent to join our dynamic and fast-paced contact centre. At Tile Merchant, delivering an exceptional customer experience is at the heart of everything we do, and we’re looking for someone who shares that passion.
In this role, you’ll be the first point of contact for both residential and trade customers, handling incoming calls, emails, and live chats with professionalism and care. You’ll also support the wider team by contributing to the continuous improvement of our service, resolving issues efficiently, and ensuring every customer interaction reflects our commitment to quality.
To succeed in this role, you’ll need excellent communication skills, a calm and confident phone manner, and the ability to work collaboratively in a team-focused environment.

• Provide outstanding customer service via phone
• Assist customers with queries regarding products, orders, deliveries, and returns

Process online orders and manage payment reconciliation (PayPal, Stripe)

• Handle online refunds in a timely and accurate manner
• Support team members to maintain high standards of service and communication
• Collaborate with the customer service manager on monitoring and improving key performance metrics such as response time and customer satisfaction