Customer Service Agent – 1st Line (Hybrid, Belgrade)

About the role

As a Customer Service Agent at Hyperoptic you will work in a fast‑paced environment supporting UK customers, providing first‑line assistance on technical, billing and administrative queries across multiple channels.

Key responsibilities

• Offer first‑line assistance to customers with technical, billing and admin related queries.
• Deliver a fast, professional and outstanding customer experience primarily by phone.
• Maintain clear, accurate customer records and update the database as needed.
• Listen to customers, understand their needs and take ownership of queries through to resolution.
• Work effectively with team leads and senior agents to flag and resolve outstanding issues.

Required profile

• Strong work ethic with an ownership mindset and a positive “can‑do” attitude.
• Patience, resilience and the ability to remain calm and professional in challenging situations.
• Excellent spoken and written English with exceptional communication skills.
• Ability to multitask, adapt to changing priorities and solve problems.

What we offer

• Competitive salary with base plus monthly bonus and food/travel allowance.
• 25 days paid holiday, increasing up to 35, plus extra days for birthday, moving house and volunteering.
• Private medical insurance, wellbeing platform, and access to technology discounts.
• Team sports activities, office massages, Sweet Tuesdays and other employee perks.