Customer Service Officer

About the role

We are looking for a friendly and detail‑oriented Customer Service Officer to join Matchtech in Basingstoke. Working on the SGN framework, you will be the first point of contact for customers, helping them through phone and email interactions and ensuring a smooth service experience.

Key responsibilities

• Respond to customer enquiries and requests via phone, email and other channels.
• Identify, address and resolve customer issues promptly and efficiently.
• Manage complaints with empathy, turning challenging situations into positive outcomes.
• Maintain up‑to‑date records in internal systems and keep customers informed of progress.
• Collect, collate and analyse data on enquiries and complaints to support continuous improvement.

Required profile

• Excellent verbal and written communication with strong listening and conflict‑resolution abilities.
• Empathetic, patient and composed, especially in challenging situations.
• Strong problem‑solving skills and the ability to adapt to a wide range of enquiries.
• Highly organised with the capacity to manage multiple tasks.
• Comfortable using technology and standard office software.

Required skills

• Microsoft Office
• Excel