Customer Support Specialist
ST1 4DH Staffordshire, West Midlands
£22000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their team in **Stoke-on-Trent, Staffordshire, UK**. This role is essential for providing exceptional support to customers, resolving inquiries, and ensuring a positive customer experience. You will be the first point of contact for customers, handling inquiries via phone, email, and chat. The ideal candidate will possess excellent communication and interpersonal skills, a patient and helpful demeanor, and a strong problem-solving aptitude. You will need to be adept at understanding customer needs, providing accurate information, and escalating complex issues when necessary. This role demands a high level of customer focus, attention to detail, and the ability to manage multiple tasks efficiently. You will be expected to maintain detailed records of customer interactions and feedback, contributing to the continuous improvement of our products and services. Proficiency in customer relationship management (CRM) software is a plus.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide timely and accurate support.
- Resolve customer issues and complaints efficiently and professionally.
- Provide information about products and services.
- Escalate unresolved issues to the appropriate departments.
- Maintain detailed records of customer interactions and transactions.
- Identify and communicate trends in customer inquiries and feedback.
- Assist in developing and updating customer support documentation.
- Strive to achieve high levels of customer satisfaction.
- Collaborate with team members to share best practices.
- Proven experience in a customer service or support role.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to remain calm and professional under pressure.
- Proficiency in using computers and common software applications.
- Experience with CRM software is a plus.
- High school diploma or equivalent; further education is an advantage.
- A genuine passion for helping customers.
This advertiser has chosen not to accept applicants from your region.
0
Customer Support Lead
ST1 1AB Staffordshire, West Midlands
£28000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is looking for an enthusiastic and dedicated Customer Support Lead to manage their customer service operations in **Stoke-on-Trent, Staffordshire, UK**. This hybrid role offers a blend of office-based collaboration and remote flexibility, allowing you to contribute effectively while maintaining a work-life balance. You will be instrumental in ensuring exceptional customer experiences by leading a team of support agents, resolving complex queries, and identifying areas for service improvement.
Key Responsibilities:
Qualifications:
This is an excellent opportunity for a motivated individual to advance their career in customer service leadership within a supportive environment. Join us in **Stoke-on-Trent, Staffordshire, UK** and make a real difference to our customers.
Key Responsibilities:
- Lead, train, and mentor a team of customer service representatives to achieve high performance standards.
- Oversee daily customer support operations, ensuring prompt and accurate resolution of inquiries via phone, email, and chat.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
- Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance and identifying trends.
- Collaborate with other departments to gather customer feedback and drive product/service improvements.
- Maintain an up-to-date knowledge base of company products, services, and support procedures.
- Contribute to the development of training materials for new and existing team members.
- Uphold the company's commitment to delivering outstanding customer service.
- Participate in team meetings and provide insights into customer service challenges and opportunities.
Qualifications:
- Previous experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or leadership capacity.
- Excellent communication, active listening, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to motivate and guide a team effectively.
- Experience in managing customer escalations and de-escalating tense situations.
- Familiarity with different communication channels (phone, email, live chat).
- A positive attitude and a passion for helping customers.
- Ability to work effectively in a hybrid work model, balancing remote and in-office responsibilities.
This is an excellent opportunity for a motivated individual to advance their career in customer service leadership within a supportive environment. Join us in **Stoke-on-Trent, Staffordshire, UK** and make a real difference to our customers.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Support Specialist
ST1 2 Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly growing e-commerce platform, is looking for a dedicated and experienced Senior Customer Support Specialist to join their dynamic team. This role offers the flexibility of remote work, allowing you to contribute from the comfort of your home. You will be the primary point of contact for customers experiencing technical issues or requiring assistance with our services, ensuring a high level of satisfaction and efficient problem resolution.
Key responsibilities include managing incoming customer inquiries via phone, email, and chat, diagnosing and troubleshooting a wide range of issues related to our platform's functionality and services. You will be expected to provide clear, concise, and empathetic support, guiding customers through solutions and ensuring their issues are resolved promptly. The Senior Customer Support Specialist will also be responsible for escalating complex technical problems to higher-level support teams or relevant departments, documenting all interactions and resolutions accurately in the CRM system.
Furthermore, you will contribute to the development of our knowledge base by creating and updating support articles and FAQs. This role involves identifying trends in customer inquiries and providing feedback to the product and development teams to improve user experience and product features. You will also be involved in training and mentoring junior support staff, sharing best practices and ensuring consistent service quality. The ideal candidate will possess exceptional communication skills, a patient and problem-solving demeanor, and a strong ability to work independently in a remote setting. A passion for customer service and a proactive attitude are essential for success in this role.
Qualifications:
Key responsibilities include managing incoming customer inquiries via phone, email, and chat, diagnosing and troubleshooting a wide range of issues related to our platform's functionality and services. You will be expected to provide clear, concise, and empathetic support, guiding customers through solutions and ensuring their issues are resolved promptly. The Senior Customer Support Specialist will also be responsible for escalating complex technical problems to higher-level support teams or relevant departments, documenting all interactions and resolutions accurately in the CRM system.
Furthermore, you will contribute to the development of our knowledge base by creating and updating support articles and FAQs. This role involves identifying trends in customer inquiries and providing feedback to the product and development teams to improve user experience and product features. You will also be involved in training and mentoring junior support staff, sharing best practices and ensuring consistent service quality. The ideal candidate will possess exceptional communication skills, a patient and problem-solving demeanor, and a strong ability to work independently in a remote setting. A passion for customer service and a proactive attitude are essential for success in this role.
Qualifications:
- Proven experience in a customer support or technical support role, preferably in a senior capacity.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Experience in creating support documentation and knowledge base articles.
- High level of empathy and patience with customers.
- Ability to manage workload effectively and prioritize tasks in a remote environment.
- Previous experience in e-commerce or online platforms is a plus.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Specialist
ST1 2AA Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is looking for an experienced Senior Customer Support Specialist to join their dedicated team. This role operates on a hybrid model, offering a balance of remote work and on-site collaboration at our **Stoke-on-Trent, Staffordshire, UK** office.
As a Senior Customer Support Specialist, you will be the first point of contact for our valued customers, providing exceptional technical assistance and resolving complex issues. You will leverage your deep product knowledge and problem-solving skills to ensure customer satisfaction and retention. This role requires excellent communication, technical aptitude, and a patient, empathetic approach. You will also have the opportunity to train and mentor junior support staff, contributing to the overall growth and efficiency of the support department. Join us in delivering outstanding customer experiences through a flexible work arrangement.
Key Responsibilities:
As a Senior Customer Support Specialist, you will be the first point of contact for our valued customers, providing exceptional technical assistance and resolving complex issues. You will leverage your deep product knowledge and problem-solving skills to ensure customer satisfaction and retention. This role requires excellent communication, technical aptitude, and a patient, empathetic approach. You will also have the opportunity to train and mentor junior support staff, contributing to the overall growth and efficiency of the support department. Join us in delivering outstanding customer experiences through a flexible work arrangement.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve technical issues related to our software products.
- Provide detailed product information and guidance to customers.
- Escalate complex issues to appropriate internal teams when necessary.
- Document all customer interactions and resolutions accurately in our CRM system.
- Develop and maintain a comprehensive knowledge base of product information and troubleshooting steps.
- Identify trends in customer issues and provide feedback to the product development team.
- Assist in training and onboarding new customer support representatives.
- Contribute to the continuous improvement of customer support processes and procedures.
- Ensure a high level of customer satisfaction and loyalty.
- Proven experience as a Customer Support Specialist or similar role, with at least 3 years in a senior capacity.
- Strong technical aptitude and ability to quickly learn new software.
- Excellent problem-solving and troubleshooting skills.
- Outstanding communication, listening, and interpersonal skills.
- Familiarity with CRM software and ticketing systems.
- Ability to manage multiple priorities and work effectively under pressure.
- Patience, empathy, and a customer-centric attitude.
- Experience in mentoring or training junior team members is a plus.
- Ability to work effectively in a hybrid model, balancing remote and in-office responsibilities.
- High school diploma or equivalent; Associate's or Bachelor's degree is an advantage.
This advertiser has chosen not to accept applicants from your region.
3
Lead Customer Support Specialist
ST1 1DQ Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Lead Customer Support Specialist to guide their customer service team. This role combines remote flexibility with essential in-office collaboration at their **Stoke-on-Trent, Staffordshire, UK** location. You will be responsible for ensuring exceptional customer experiences and supporting the growth of their customer service operations.
Responsibilities:
Responsibilities:
- Lead, mentor, and motivate a team of customer support representatives to achieve departmental goals.
- Handle complex customer inquiries and escalated issues, providing timely and effective resolutions.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor customer support performance metrics and identify areas for improvement.
- Train new team members on products, services, and support protocols.
- Manage the customer support ticketing system and ensure efficient workflow.
- Analyze customer feedback and identify trends to improve product and service offerings.
- Collaborate with other departments (e.g., Sales, Product Development) to address customer needs.
- Create and maintain knowledge base articles and support documentation.
- Ensure a high level of customer satisfaction and loyalty.
- Contribute to the strategic planning and continuous improvement of the customer support function.
- Proven experience (3+ years) in a customer service or support role, with at least 1 year in a leadership or supervisory capacity.
- Excellent understanding of customer service principles and best practices.
- Strong problem-solving and conflict-resolution skills.
- Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Exceptional communication, interpersonal, and active listening skills.
- Ability to effectively train and motivate a team.
- Experience in developing and implementing support processes.
- Strong organizational and time management skills.
- Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
- Familiarity with (mention a relevant industry, e.g., e-commerce, SaaS, retail) is advantageous.
- A positive attitude and a passion for delivering outstanding customer service.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist
ST1 1AA Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This is a pivotal role requiring exceptional communication and problem-solving skills to ensure outstanding customer satisfaction. You will be the first point of contact for customers experiencing technical or service-related issues, providing timely and effective resolutions. Your responsibilities will include managing inbound customer inquiries via phone, email, and live chat; diagnosing and troubleshooting complex issues; documenting all customer interactions accurately in our CRM system; escalating unresolved issues to the appropriate departments; and contributing to the development of customer support knowledge base articles and FAQs.
We are looking for individuals who are passionate about customer service and possess a deep understanding of support methodologies. You should be adept at managing multiple priorities in a fast-paced environment and be comfortable working autonomously. A strong technical aptitude is essential, along with the ability to explain technical concepts clearly to non-technical users. This role demands a proactive approach, identifying trends in customer issues and providing feedback to improve products and services. You will also play a key role in training and mentoring junior support staff, fostering a collaborative and high-performing team culture. Our client values continuous improvement, so a willingness to learn and adapt to new technologies and processes is crucial. The ideal candidate will have a proven track record in a similar role, demonstrating consistent achievement of customer satisfaction targets and key performance indicators. Join our fully remote team and make a significant impact on our customer experience, contributing to our continued success. The role is based out of our operational hub, but this position is exclusively remote, offering flexibility and work-life balance. We are committed to providing a supportive and engaging remote work environment.
Responsibilities:
We are looking for individuals who are passionate about customer service and possess a deep understanding of support methodologies. You should be adept at managing multiple priorities in a fast-paced environment and be comfortable working autonomously. A strong technical aptitude is essential, along with the ability to explain technical concepts clearly to non-technical users. This role demands a proactive approach, identifying trends in customer issues and providing feedback to improve products and services. You will also play a key role in training and mentoring junior support staff, fostering a collaborative and high-performing team culture. Our client values continuous improvement, so a willingness to learn and adapt to new technologies and processes is crucial. The ideal candidate will have a proven track record in a similar role, demonstrating consistent achievement of customer satisfaction targets and key performance indicators. Join our fully remote team and make a significant impact on our customer experience, contributing to our continued success. The role is based out of our operational hub, but this position is exclusively remote, offering flexibility and work-life balance. We are committed to providing a supportive and engaging remote work environment.
Responsibilities:
- Respond to customer inquiries and provide support across multiple channels.
- Diagnose and resolve technical and service-related issues efficiently.
- Maintain accurate and detailed records of customer interactions.
- Escalate complex issues to relevant internal teams.
- Contribute to the creation and maintenance of support documentation.
- Identify trends and provide feedback for service and product improvement.
- Mentor and train junior team members.
- Proven experience in a customer support or helpdesk role, preferably in a senior capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote setting.
- Technical aptitude and ability to troubleshoot software and hardware issues.
- Experience in a fully remote role is highly desirable.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
ST1 1AA Staffordshire, West Midlands
£30000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a Senior Customer Support Specialist to join their dedicated support team. This role is based in Stoke-on-Trent, Staffordshire, UK , and is essential for ensuring our clients receive exceptional technical assistance and a positive overall experience with our products. The ideal candidate will have extensive experience in customer support, a strong technical aptitude, and outstanding communication skills. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, providing timely resolutions, and escalating issues when necessary. This position requires a proactive, customer-centric approach, excellent problem-solving abilities, and the capacity to work effectively both independently and as part of a supportive team. A deep understanding of customer service best practices is a must.
Key responsibilities include:
Qualifications required:
Key responsibilities include:
- Providing high-level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues promptly.
- Diagnosing and troubleshooting complex software and system problems, identifying root causes and implementing effective solutions.
- Guiding customers through product features, functionalities, and best practices.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Escalating unresolved issues to appropriate technical teams or management, ensuring timely follow-up and resolution.
- Contributing to the knowledge base by creating and updating support articles and FAQs.
- Identifying trends in customer inquiries and providing feedback to product development and quality assurance teams.
- Mentoring junior support staff, sharing knowledge, and assisting with complex cases.
- Ensuring a high level of customer satisfaction through professional and efficient service.
- Participating in ongoing training to maintain up-to-date knowledge of products and industry trends.
Qualifications required:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a customer support or technical support role, preferably within the software industry.
- Proven ability to troubleshoot and resolve complex technical issues related to software applications.
- Excellent understanding of customer service principles and best practices.
- Exceptional communication, listening, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work effectively under pressure and manage multiple priorities.
- A proactive and positive attitude with a strong customer focus.
- Experience in mentoring or leading junior team members is a significant advantage.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Customer Support Specialist
ST4 2AE Staffordshire, West Midlands
£28000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team. This role is pivotal in ensuring our customers receive an exceptional level of service and support. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing timely resolutions. Key responsibilities include managing incoming support tickets across multiple channels (phone, email, live chat), escalating unresolved issues to appropriate departments, and contributing to the development of support documentation and knowledge base articles. You will also play a key role in training and mentoring junior support staff, identifying areas for service improvement, and reporting on customer satisfaction metrics. The ideal candidate will have a proven track record in a similar customer-facing role, excellent communication and problem-solving skills, and a deep understanding of customer support best practices. Proficiency with CRM software and ticketing systems is essential. This is a fantastic opportunity for someone looking to advance their career in customer service within a supportive and growth-oriented environment. The role involves a hybrid working model, offering a blend of in-office collaboration and remote flexibility. You will be expected to work from our **Stoke-on-Trent, Staffordshire, UK** office for a portion of your week, with the remainder of your time working remotely. We are looking for individuals who are passionate about delivering outstanding customer experiences and possess a proactive and resilient attitude. If you thrive in a fast-paced environment and are eager to make a tangible impact, we encourage you to apply.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and issues via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot technical problems and guide users through step-by-step solutions.
- Escalate complex issues to senior management or specialized teams when necessary.
- Maintain accurate records of customer interactions and transactions.
- Develop and update customer support documentation, FAQs, and training materials.
- Train and mentor new customer support representatives.
- Identify trends in customer issues and provide feedback to product and engineering teams.
- Contribute to the continuous improvement of customer service processes and policies.
- Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
- Minimum of 3 years of experience in a customer support or helpdesk role.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work effectively both independently and as part of a team.
- Strong organizational skills and attention to detail.
- Experience in a hybrid work environment is beneficial.
- A passion for providing excellent customer service.
This advertiser has chosen not to accept applicants from your region.
7
Lead Customer Support Specialist
ST4 2SA Staffordshire, West Midlands
£35000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client is actively seeking a passionate and experienced Lead Customer Support Specialist to join their fully remote team. This role is critical in providing exceptional support to our diverse customer base, resolving technical and service-related issues with efficiency and empathy. You will be a primary point of contact for complex customer queries, mentoring junior support agents, and contributing to the continuous improvement of our support processes and knowledge base. The ideal candidate will possess a deep understanding of customer service principles, excellent communication skills, and a proactive approach to problem-solving.
Key Responsibilities:
Key Responsibilities:
- Provide high-level technical and customer service support via email, phone, and chat channels.
- Handle escalated customer issues, ensuring prompt and satisfactory resolution.
- Mentor, train, and guide junior customer support representatives, fostering a collaborative and supportive team environment.
- Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
- Analyze customer feedback and support trends to identify areas for service improvement.
- Collaborate with product and engineering teams to report bugs and suggest feature enhancements based on customer insights.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction scores.
- Contribute to the development and implementation of new support tools and technologies.
- Participate in defining and refining customer support policies and procedures.
- Act as a subject matter expert for company products and services.
- Proven experience in a customer service or technical support role, with at least 3 years in a lead or senior capacity.
- Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely.
- Strong problem-solving and troubleshooting abilities.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, HubSpot Service Hub).
- Ability to manage multiple priorities and work effectively under pressure in a remote setting.
- Demonstrated leadership potential or experience in mentoring team members.
- Patience, empathy, and a customer-centric attitude.
- Proficiency in common office software suites.
- A proactive approach to learning about new products and services.
- Previous experience in a fully remote role is advantageous.
This advertiser has chosen not to accept applicants from your region.
8
Remote Customer Support Specialist
ST1 2AA Staffordshire, West Midlands
£24000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking dedicated and compassionate Remote Customer Support Specialists to join their passionate team, which is entirely dedicated to the non-profit sector. In this crucial role, you will be the first point of contact for individuals seeking assistance and information related to the vital work our client does. You will provide empathetic support, answer inquiries efficiently, and guide users through available resources. This fully remote position requires excellent communication skills, a patient demeanor, and a genuine desire to help others. You will be instrumental in ensuring that beneficiaries and supporters have a positive and supportive experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a professional and empathetic manner.
- Provide accurate information about services, programs, and initiatives.
- Assist users in navigating resources and accessing support.
- Document all interactions and maintain up-to-date customer records.
- Identify and escalate complex issues to the appropriate departments.
- Contribute to maintaining and updating the knowledge base with frequently asked questions and solutions.
- Handle sensitive information with discretion and confidentiality.
- Work collaboratively with team members to ensure seamless support delivery.
- Gather feedback from users to help improve services.
- Uphold the values and mission of the organization in all interactions.
Qualifications:
- Previous experience in customer service or support roles is highly preferred.
- Excellent verbal and written communication skills.
- Strong listening skills and a patient, empathetic approach.
- Ability to quickly learn and retain information about services and procedures.
- Proficiency with standard office software and communication tools.
- Ability to work independently and manage time effectively in a remote environment.
- A genuine passion for supporting charitable causes and making a difference.
- Strong organizational skills and attention to detail.
- High school diploma or equivalent required; relevant certifications are a plus.
- Experience working within the charity or non-profit sector is advantageous.
This advertiser has chosen not to accept applicants from your region.
9