Customer Service Representative

Customer Issue Resolution (CIR) Representative

Bracknell - Remote but need to be able go to site for meetings & catch up's
20.62 per hour ( 40,200 per annum equivalent)
12-month initial contract

We are currently recruiting for a Customer Issue Resolution (CIR) Representative to join a fast-paced, customer-focused environment. This role is responsible for delivering high-quality services across disputes, returns/credits, and credit & collections management, ensuring efficient resolution of customer issues and timely cash flow.
This is a customer-facing role, requiring direct interaction with external customers, internal teams, and cross-functional stakeholders to drive effective outcomes. The successful candidate will demonstrate a strong understanding of business processes, with the ability to interpret data and translate it into clear, actionable solutions.

Key Responsibilities

• Manage end-to-end CIR activities, including billing disputes, returns, credit adjustments and collections
• Handle customer issues relating to billing, collections, and dispute management, ensuring timely resolution
• Perform proactive collection activity on overdue accounts, following defined credit policies and procedures
• Partner with customers and internal teams (such as quality and operations) to resolve delinquent or disputed accounts
• Build strong relationships with customers, maintaining credibility and trust through accurate and timely communication
• Accurately log, track and manage cases using SAP and Salesforce systems
• Interpret policies, investigate root causes, and implement effective solutions
• Handle sensitive and confidential financial data with professionalism and discretion
• Work independently to meet targets and objectives, escalating complex or unusual issues where required

Skills & Experience

• Proven experience within customer service, collections, or customer operations environments
• Experience managing disputes, returns, credits, or accounts receivable processes
• Strong working knowledge of SAP and Salesforce
• Excellent problem-solving and issue resolution skills
• Strong communication skills, with the ability to engage internal and external stakeholders
• Ability to manage a high volume of queries in a structured environment
• High attention to detail and strong organisational skills

Additional Responsibilities & Development

• Contribute to process improvement initiatives and operational excellence programmes
• Support onboarding and training of new team members where required
• Develop knowledge of credit policies, reporting, and financial processes
• Opportunity to become a subject matter expert (SME) or system "super-user"
• Participate in team initiatives and continuous improvement activities

What's on Offer

• Competitive hourly rate
• 12-month initial contract with potential to extend
• Opportunity to gain experience in a highly process-driven environment
• Exposure to leading systems including SAP and Salesforce

ECS Recruitment Group Ltd is acting as an Employment Business in relation to this vacancy.