Customer Service & Support Representative

Job Title: Customer Service & Support Representative

Location: London, United Kingdom (Hybrid: 1 day per week in the central London office, potentially increasing to a minimum of 2 days)

Contract Duration: Until September 30, 2025 (9 months)

About Cisco Meraki:

Cisco Meraki is a technology leader connecting people, processes, data, and things through innovation. We're a diverse team of dreamers and doers, committed to challenging the status quo.

The Role:

We are looking for a customer-focused and positive Customer Service Representative to take full ownership of assigned customer queries and deliver prompt resolution. You will be responsible for handling shipping-related customer queries using email, chat, and phone within agreed service-level agreements (SLA). This role requires close collaboration with internal teams (inventory/export) and external partners (carriers, warehouses) to effectively follow up on shipment issues and resolve queries. You will also investigate and resolve lost or damaged package claims, managing escalations with couriers and customers.

Responsibilities:

• Handle shipping-related customer queries via email, chat, and phone within SLA targets.
• Collaborate with internal (inventory/export) and external (carriers, warehouses) teams to resolve shipment issues.
• Investigate and resolve lost or damaged package claims, including managing escalations.
• Maintain accurate records of customer interactions and resolutions.

Minimum Requirements:

• Must be authorised to work in the UK (sponsorship is not provided).
• 2 years of customer service experience with solid knowledge of logistics/shipping, ideally with experience in carrier and shipment tracking.
• Basic to intermediate Excel skills, including pivot tables, VLOOKUP, and data visualization.
• Excellent communication and organizational skills, with the ability to work closely with multi-functional teams.
• A-Level or equivalent qualification.

Desired Skills/Qualifications:

• High attention to detail and good problem-solving skills.
• Self-motivated, proactive, and able to excel in fast-paced environments.
• Familiarity with Salesforce, Dynamics GP, or other ERP systems.

Additional Information:

• This is a temporary assignment expected to last for approximately 9 months.
• No travel funding will be provided.
• Overtime may be required to cover a few UK bank holidays on a rota basis.
• Interviews will be conducted via Webex or in person.
• Cisco experience is not required.

Randstad Business Support is acting as an Employment Business in relation to this vacancy.