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• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical assistance and troubleshooting for software-related issues, guiding users through solutions.
• Accurately diagnose and resolve customer problems, escalating complex issues to appropriate teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features and best practices to enhance their user experience.
• Contribute to the development of knowledge base articles and FAQs to support self-service customer support.
• Identify trends in customer issues and provide feedback to the product development and quality assurance teams.
• Meet or exceed individual and team performance targets for response times and customer satisfaction.
• Collaborate with team members to share knowledge and best practices for customer support.
• Maintain a positive and empathetic attitude, representing the company's commitment to excellent customer service.

• Previous experience in a customer service or technical support role is highly preferred.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with software applications and troubleshooting techniques.
• Ability to work independently and as part of a team, both remotely and in an office environment.
• A patient, empathetic, and customer-centric approach.
• Ability to manage multiple tasks and prioritize effectively.
• High school diploma or equivalent; further education or certifications in IT or customer service are a plus.

• 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.

• 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.

About Us

Here at Culligan UK Limited we have developed a culture of putting our customers at the heart of everything we do and that’s been the engine that has driven us to becoming the UK’s leading specialists at providing drinking water solutions.

Core business hours: Monday to Friday 08.45 – 17.00

With a start date of 29th July 2024

The Role:

We're hiring Customer Service Executives for our Head Office in Wolverhampton to join our Customer Support Teams. In this role, you'll be responsible for addressing customer queries and disputes primarily via telephone, live chat and email. Strong communication skills, along with impeccable spelling and grammar, are essential for success in this position. If you're ready to join a dynamic team and make a difference in customer satisfaction, we want to hear from you! Apply today.

Technical Support Team

Assisting our customers when their water dispenser is not behaving, you will carry out troubleshooting checks to try and resolve the issue over the phone and get the machine running again.  Raising work orders for engineer call outs, actioning servicing requests and confirming attendance dates are all part of the daily jobs, as well as providing help and advice on our product range.  This is a very busy team looking after our customers by phone, email and live chat.

Billing Solutions Team
Are you passionate about crunching numbers, clarifying invoices for customers, and ensuring accuracy in billing? Do you thrive on resolving discrepancies before customers make payments and excel at collecting payments efficiently? If you enjoy assisting with billing queries and negotiating prices and agreements confidently, then this role is for you. Join us in this dynamic and varied position where every day brings new challenges and opportunities to make a difference!

Customer Loyalty Team
If you're passionate about retaining customers and turning challenging situations into opportunities for long-term loyalty, then this is the team for you. We specialize in being there when things go wrong, ensuring that even in difficult moments, we uphold our commitment to customer satisfaction. You'll have the autonomy to take ownership of issues and make decisions aimed at retaining customers. Collaborating with other teams across the business, you'll work to continuously improve our customer retention strategies. Join us and be part of a team dedicated to not only resolving problems but also fostering lasting relationships with our valued customers. Apply now and help us make every customer experience a positive one!

Requirements

Desirable:

• 2+ years of customer experience in either a call centre or customer facing environment
• Excellent communication and problem-solving skills.
• Ability to work well independently and in a team.
• Microsoft 365 experience
• Good computer skills

Join Us: If you're passionate about delivering great customer experiences and want to be part of a fun and dynamic team, we'd love to hear from you! Apply now by sending your CV!

Benefits

• 23 days' holiday + Bank Holidays - increasing with long service (pro rata)
• Christmas holiday shut down
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Enhanced Paternity & Maternity benefits
• Shopping discounts via Perks for Work scheme
• 24 hours access to Employee Assistance Programme + Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression
• Business casual dress code
• Bonus Schemes and incentives
• Newly refurbished offices
• Hybrid working opportunities may be available

• Respond promptly and professionally to customer inquiries via multiple channels.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Provide accurate information about products, services, and policies.
• Document all customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback to improve products and services.
• Contribute to building and maintaining strong customer relationships.
• Adhere to company service level agreements (SLAs) and quality standards.
• Participate in team meetings and training sessions to continuously improve knowledge and skills.
• Proactively seek opportunities to assist customers and enhance their experience.
• Maintain a positive and professional attitude at all times.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A stable internet connection and a dedicated workspace.
• Patience, empathy, and a customer-centric mindset.
• Ability to multitask and handle high-pressure situations.
• Flexibility to work various shifts if required.
• A genuine desire to help people and a passion for customer satisfaction.

• Respond to customer inquiries via phone, email, and live chat, providing accurate and comprehensive support.
• Diagnose and resolve technical issues, escalating complex problems to higher-level support teams when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Develop and maintain a deep understanding of our client's products and services.
• Assist in the training and mentoring of junior support staff.
• Contribute to the creation and improvement of knowledge base articles and support documentation.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Proactively identify opportunities to improve customer satisfaction and retention.

• Proven experience in a customer service or helpdesk role, preferably in a technical environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong technical aptitude and the ability to learn new software quickly.
• Experience with CRM software and ticketing systems.
• Ability to work independently and as part of a team.
• A proactive and customer-centric approach.
• Experience with remote support tools is advantageous.
• Familiarity with ITIL best practices is a plus.

• Provide advanced technical support and troubleshooting for our client's products and services.
• Manage and resolve escalated customer complaints and issues with a focus on customer retention and satisfaction.
• Develop and maintain a deep understanding of our client's offerings to provide accurate and comprehensive assistance.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Contribute to the improvement of customer service processes, policies, and procedures.
• Identify trends in customer inquiries and feedback, reporting insights to management for product and service enhancements.
• Prepare detailed reports on customer interactions, issue resolution times, and customer satisfaction metrics.
• Collaborate with other departments, such as Sales and Product Development, to ensure a seamless customer experience.
• Handle administrative tasks related to customer accounts and support tickets.
• Stay up-to-date with industry best practices and emerging technologies in customer support.

• Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Experience in training or mentoring team members is highly desirable.
• A proactive approach to identifying and addressing customer needs.
• Familiarity with IT support methodologies.
• Discretion and the ability to handle sensitive customer information.
• High school diploma or equivalent; further education or certifications are a plus.

• Lead, mentor, and manage a team of customer support representatives.
• Oversee daily operations, ensuring adherence to SLAs and quality standards.
• Handle escalated customer issues and provide expert resolution.
• Monitor team performance, provide coaching, and conduct performance reviews.
• Identify trends in customer issues and collaborate with other departments for solutions.
• Develop and deliver training programs for the support team.
• Contribute to the improvement of support processes and customer experience.
• Maintain accurate records and generate reports on team performance.
• Foster a positive and collaborative remote team environment.

• Proven experience in a customer support role, with at least 2 years in a supervisory or team lead capacity.
• Exceptional leadership and people management skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM and helpdesk ticketing systems.
• Excellent problem-solving and conflict-resolution abilities.
• Outstanding communication and interpersonal skills, particularly in a remote setting.
• Ability to motivate and inspire a team effectively.
• Bachelor's degree or equivalent practical experience.

• Provide advanced technical support and problem-solving for customer issues via phone, email, and chat.
• Lead and mentor a team of customer service representatives, fostering a collaborative and high-performing environment.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Analyze customer feedback and support trends to identify areas for improvement in products and services.
• Collaborate with other departments, such as Product Development and Sales, to ensure a seamless customer experience.
• Manage and resolve escalated customer complaints and ensure customer satisfaction.
• Train new team members on support procedures and best practices.
• Monitor and report on key customer service metrics.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Exceptional verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a team.
• A patient and understanding demeanor with a passion for helping customers.
• Experience in a related field such as IT support, technical account management, or client services is advantageous.
• Availability for hybrid working, with a mix of office-based and remote work.

• Respond to customer queries promptly and efficiently, demonstrating empathy and a commitment to customer satisfaction.
• Troubleshoot technical issues and guide customers through step-by-step solutions.
• Escalate complex problems to relevant departments while maintaining ownership until resolution.
• Maintain accurate and detailed records of customer interactions and transactions in our CRM system.
• Proactively identify trends in customer issues and provide feedback to the product and development teams for continuous improvement.
• Develop and update support documentation, FAQs, and knowledge base articles to empower customers and internal teams.
• Train and mentor junior support staff, sharing best practices and fostering a positive team environment.
• Contribute to the development and refinement of customer support policies and procedures.
• Participate in team meetings, offering insights and contributing to strategic discussions regarding customer experience.
• Stay abreast of company products and services to ensure accurate and up-to-date information is provided to customers.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced, remote environment.
• Strong technical aptitude and ability to understand complex product functionalities.
• A customer-centric mindset with a passion for delivering outstanding service.
• Experience working in a remote-first setting is highly desirable.
• Ability to work independently and as part of a collaborative virtual team.