What Jobs are available for Customer Service Departments in Gateshead?
Showing 179 Customer Service Departments jobs in Gateshead
Customer Support Manager
NE1 3DE Newcastle upon Tyne, North East
£40000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Join our client's thriving customer engagement department as a Customer Support Manager, based in the heart of Newcastle upon Tyne, Tyne and Wear, UK . This critical role involves leading a dedicated team of customer service professionals to deliver exceptional support and build lasting relationships with our clientele. You will be responsible for overseeing daily operations, setting performance targets, and implementing strategies to enhance customer satisfaction and retention. The ideal candidate will possess a deep understanding of customer service principles and best practices, with a proven ability to motivate and develop a high-performing team. Key responsibilities include managing incoming support requests across various channels (phone, email, chat), ensuring timely and accurate resolution of issues, and identifying trends to proactively address common problems. You will also be involved in training new team members, conducting performance reviews, and contributing to the continuous improvement of support processes and tools. Strong analytical skills are needed to monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. Experience with CRM software and helpdesk ticketing systems is essential. This is an excellent opportunity for a motivated and customer-centric leader looking to make a significant impact. We are looking for an individual with excellent communication, interpersonal, and problem-solving abilities. A minimum of 5 years of experience in a customer service leadership role is required, preferably within a fast-paced environment. The ability to remain calm and professional under pressure is paramount. You will be a key player in shaping the customer experience, ensuring that every interaction reflects our client's commitment to quality and service excellence. This role requires your presence at our Newcastle upon Tyne, Tyne and Wear, UK office during working hours.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
0
Customer Support Lead
NE1 1AA Newcastle upon Tyne, North East
£35000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Customer Support Lead to manage their customer service operations in Newcastle upon Tyne, Tyne and Wear, UK . This role operates on a hybrid basis, offering a blend of in-office collaboration and remote flexibility. As the Customer Support Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring the delivery of exceptional customer service, and driving team performance. You will mentor and coach support agents, handle escalated customer issues, identify areas for improvement in processes and customer experience, and collaborate with other departments to resolve customer-related challenges. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a passion for customer advocacy. You will be instrumental in developing training materials, setting performance metrics, and ensuring that service level agreements are consistently met. This position requires a proactive approach to problem-solving, the ability to motivate a team, and a commitment to continuous improvement. You will also be involved in reporting on key customer support metrics to senior management. This is a fantastic opportunity to take on a leadership role within a growing company and make a significant impact on the customer experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and coach a team of customer support representatives.
- Oversee daily customer support operations and ensure high-quality service delivery.
- Handle and resolve complex and escalated customer inquiries and complaints.
- Develop and implement customer service policies and procedures.
- Monitor and analyze customer support metrics (e.g., response times, resolution rates, customer satisfaction).
- Identify opportunities for process improvements and implement solutions.
- Train new team members and provide ongoing development for existing staff.
- Collaborate with other departments to ensure a seamless customer experience.
- Prepare regular reports on team performance and customer feedback for management.
- Foster a positive and supportive team environment.
Qualifications:
- Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity.
- Excellent leadership, coaching, and team management skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in CRM software and helpdesk ticketing systems.
- Excellent problem-solving, analytical, and decision-making abilities.
- Strong communication and interpersonal skills, with the ability to effectively interact with customers and colleagues.
- Ability to manage multiple priorities and work effectively in a hybrid environment.
- Experience in developing training materials and conducting team training.
- A commitment to delivering exceptional customer service.
- Must be legally eligible to work in the UK.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist
NE1 4YB Newcastle upon Tyne, North East
£26000 Annually
WhatJobs
Posted 20 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-centric Customer Support Specialist to join their growing team in Newcastle upon Tyne, Tyne and Wear, UK . This hybrid role offers the flexibility of working both in the office and remotely, providing excellent support to our diverse client base. You will be the first point of contact for customers, resolving inquiries, troubleshooting issues, and providing information about our products and services. The ideal candidate possesses exceptional communication skills, a patient demeanor, and a genuine passion for helping others. You will be instrumental in ensuring customer satisfaction and fostering long-term relationships.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Identify customer needs and help customers use specific features.
- Gather customer feedback and share insights with the team to improve service quality.
- Proactively identify opportunities to enhance the customer experience.
- Adhere to service level agreements and performance standards.
- Participate in team meetings and training sessions to stay updated on products and procedures.
- Contribute to a positive and collaborative team environment.
- Proven customer support or client service experience.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong problem-solving abilities and the capacity to think on your feet.
- Proficiency with CRM software and helpdesk systems.
- A patient, empathetic, and customer-focused attitude.
- Ability to manage multiple tasks and prioritize effectively.
- Adaptability to learning new products and systems quickly.
- High school diploma or equivalent; further education or relevant certifications are a plus.
- Experience working in a hybrid or remote-friendly environment is beneficial.
- Must be based in or able to commute to Newcastle upon Tyne for office-based days.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Team Lead
NE1 1AA Newcastle upon Tyne, North East
£30000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a rapidly growing tech company, is looking for an experienced and enthusiastic Customer Support Team Lead to manage their remote support operations. This is a critical role responsible for overseeing a team of support specialists, ensuring exceptional customer service delivery, and driving continuous improvement within the department. The role is fully remote, offering flexibility and the opportunity to work from anywhere within the UK.
As the Customer Support Team Lead, you will be the primary point of contact for escalated customer issues, providing timely and effective resolutions. Your key responsibilities will include coaching, training, and motivating the customer support team, setting performance goals, and conducting regular performance reviews. You will also be responsible for monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implementing strategies to improve these metrics. This role involves developing and refining support processes, creating knowledge base articles, and ensuring that the team is equipped with the necessary tools and information to succeed.
The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, with at least 1 year in a leadership or supervisory capacity. A proven ability to manage and motivate a remote team is essential. You should possess excellent communication, interpersonal, and problem-solving skills, with a strong aptitude for de-escalating difficult customer situations. Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. A proactive approach to identifying and resolving issues, coupled with a passion for delivering outstanding customer experiences, is crucial. While the role is fully remote, occasional team meetings or training sessions may require travel to a designated office or event location, although this will be minimal. If you are a natural leader with a talent for customer service and a desire to build and develop a high-performing remote team, this is the perfect opportunity for you. This role, though based operationally from **Newcastle upon Tyne, Tyne and Wear, UK**, allows for complete remote working.
As the Customer Support Team Lead, you will be the primary point of contact for escalated customer issues, providing timely and effective resolutions. Your key responsibilities will include coaching, training, and motivating the customer support team, setting performance goals, and conducting regular performance reviews. You will also be responsible for monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implementing strategies to improve these metrics. This role involves developing and refining support processes, creating knowledge base articles, and ensuring that the team is equipped with the necessary tools and information to succeed.
The ideal candidate will have a minimum of 3 years of experience in a customer service or technical support role, with at least 1 year in a leadership or supervisory capacity. A proven ability to manage and motivate a remote team is essential. You should possess excellent communication, interpersonal, and problem-solving skills, with a strong aptitude for de-escalating difficult customer situations. Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. A proactive approach to identifying and resolving issues, coupled with a passion for delivering outstanding customer experiences, is crucial. While the role is fully remote, occasional team meetings or training sessions may require travel to a designated office or event location, although this will be minimal. If you are a natural leader with a talent for customer service and a desire to build and develop a high-performing remote team, this is the perfect opportunity for you. This role, though based operationally from **Newcastle upon Tyne, Tyne and Wear, UK**, allows for complete remote working.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Specialist
NE27 0BG Newcastle upon Tyne, North East
£28000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced Senior Customer Support Specialist to join their dedicated team in Newcastle upon Tyne, Tyne and Wear, UK . This pivotal role involves providing exceptional technical and product support to their diverse customer base, resolving complex issues, and contributing to the improvement of support processes. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a passion for customer advocacy.
Responsibilities:
Responsibilities:
- Handle escalated customer inquiries via phone, email, and chat, providing timely and accurate resolutions.
- Troubleshoot and diagnose complex technical issues related to the company's software products.
- Guide customers through product features, functionalities, and troubleshooting steps.
- Document customer interactions, issues, and resolutions thoroughly in the CRM system.
- Collaborate with development and product teams to report bugs and suggest product improvements based on customer feedback.
- Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
- Train and mentor junior support specialists, sharing best practices and technical knowledge.
- Identify trends in customer issues and contribute to proactive solutions.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Assist in the onboarding and training of new support team members.
- Participate in cross-functional meetings to provide customer insights and support.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a customer support or technical support role, preferably within a software/SaaS environment.
- Demonstrated ability to troubleshoot and resolve complex technical problems.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and helpdesk ticketing systems.
- Strong understanding of software applications and IT systems.
- Ability to remain calm and professional under pressure.
- Excellent interpersonal skills and a customer-centric mindset.
- Experience in a senior or lead support role is highly desirable.
- Ability to work effectively both independently and as part of a team.
- A proactive approach to problem-solving and process improvement.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist
NE1 1XX Newcastle upon Tyne, North East
£30000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team in Newcastle upon Tyne, Tyne and Wear, UK . This role is pivotal in ensuring exceptional customer satisfaction by providing timely, accurate, and empathetic support across various channels, including phone, email, and live chat. The successful candidate will act as a first point of contact for customer inquiries, troubleshooting issues, and escalating complex problems to appropriate departments. You will be responsible for maintaining detailed customer records, managing support tickets efficiently, and contributing to the continuous improvement of support processes and documentation. A key aspect of this role involves mentoring junior support staff, sharing best practices, and assisting in their development. You will also play a crucial part in gathering customer feedback and insights to help shape product and service enhancements. This hybrid position requires a balance of in-office collaboration and remote flexibility, offering a structured yet adaptable working environment. The ideal candidate will possess excellent communication and problem-solving skills, a strong technical aptitude, and a genuine passion for helping others. A proactive approach to identifying and resolving issues before they escalate is highly valued. Previous experience in a customer-facing role, particularly in a supervisory or senior capacity, is essential. Knowledge of CRM systems and ticketing software is a prerequisite. We are looking for someone who can handle high-pressure situations with a calm and professional demeanor, consistently delivering outstanding service. The ability to adapt to new technologies and evolving customer needs will be critical for success in this role. Join a supportive team and contribute to delivering an unparalleled customer experience. Responsibilities include:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues and guide users through step-by-step solutions.
- Escalate unresolved issues to the appropriate internal teams for further investigation.
- Maintain accurate and comprehensive customer records within the CRM system.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Mentor and train junior customer support representatives.
- Analyze customer feedback to identify trends and areas for improvement.
- Participate in team meetings and contribute to service improvement initiatives.
- Proven experience as a Customer Support Specialist or in a similar role.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and as part of a team.
- Experience in a hybrid work environment is beneficial.
- Adept at managing multiple priorities and deadlines.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
NE1 4XX Newcastle upon Tyne, North East
£32000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team in Newcastle upon Tyne, Tyne and Wear, UK . This role involves providing exceptional technical and general support to a diverse customer base, acting as a point of escalation for complex issues, and contributing to the continuous improvement of customer service processes. You will be responsible for troubleshooting customer inquiries via phone, email, and live chat, identifying root causes of problems, and implementing effective solutions. The ideal candidate will possess strong analytical and problem-solving skills, coupled with a patient and empathetic approach to customer interactions.
Key responsibilities will include:
Key responsibilities will include:
- Handling a high volume of customer support requests, ensuring timely and accurate resolution.
- Escalating critical issues to relevant departments and tracking their progress.
- Developing and maintaining comprehensive knowledge base articles and FAQs.
- Training and mentoring junior support staff.
- Gathering customer feedback to identify areas for service enhancement.
- Collaborating with product and development teams to address recurring issues and improve user experience.
- Maintaining detailed records of customer interactions and resolutions in the CRM system.
- Contributing to team goals and performance metrics.
- Adhering to all company policies and procedures, including data privacy regulations.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Customer service departments Jobs in Gateshead !
6
Senior Customer Support Specialist
NE1 4XN Newcastle upon Tyne, North East
£28000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Senior Customer Support Specialist to join their dedicated team. This is a remote-first position, allowing you to provide exceptional technical and non-technical assistance to their valued customers from anywhere. You will be responsible for handling complex customer inquiries, troubleshooting issues, resolving complaints, and ensuring a consistently high level of customer satisfaction. As a senior member of the team, you will also play a role in mentoring junior specialists and contributing to service improvement initiatives.
Key Responsibilities:
The ideal candidate will have a minimum of 3 years' experience in a customer support or helpdesk role, with a proven ability to handle complex inquiries and escalations. Excellent communication, active listening, and interpersonal skills are essential. You should possess strong analytical and problem-solving abilities, with a patient and customer-centric approach. Familiarity with CRM software and ticketing systems is required. Technical aptitude and the ability to quickly learn new products and technologies are crucial. As this is a remote position, you must be self-disciplined, organised, and possess a reliable internet connection and suitable home working environment. This is a fantastic opportunity to join a growing company and make a real impact on the customer experience.
Location: Newcastle upon Tyne, Tyne and Wear, UK (Remote)
Key Responsibilities:
- Providing advanced technical and product support to customers via phone, email, and chat.
- Investigating and resolving complex customer issues, escalating when necessary to higher support tiers or relevant departments.
- Troubleshooting software and hardware problems, guiding users through resolution steps.
- Managing customer escalations, ensuring timely and satisfactory resolution of critical issues.
- Documenting all customer interactions, issues, and resolutions accurately in the CRM system.
- Identifying recurring customer pain points and providing feedback to product development and quality assurance teams.
- Developing and maintaining comprehensive knowledge base articles and support documentation.
- Mentoring and coaching junior customer support specialists, sharing best practices and expertise.
- Contributing to the continuous improvement of customer support processes and workflows.
- Assisting in the training of new team members on products and support procedures.
- Maintaining a high level of customer satisfaction through professional and efficient service.
The ideal candidate will have a minimum of 3 years' experience in a customer support or helpdesk role, with a proven ability to handle complex inquiries and escalations. Excellent communication, active listening, and interpersonal skills are essential. You should possess strong analytical and problem-solving abilities, with a patient and customer-centric approach. Familiarity with CRM software and ticketing systems is required. Technical aptitude and the ability to quickly learn new products and technologies are crucial. As this is a remote position, you must be self-disciplined, organised, and possess a reliable internet connection and suitable home working environment. This is a fantastic opportunity to join a growing company and make a real impact on the customer experience.
Location: Newcastle upon Tyne, Tyne and Wear, UK (Remote)
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Specialist
NE1 4AA Newcastle upon Tyne, North East
£28000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding tech firm, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Newcastle upon Tyne, Tyne and Wear, UK . This pivotal role involves managing complex customer inquiries, providing in-depth technical assistance, and contributing to the continuous improvement of support processes. You will be the first point of contact for escalated customer issues, requiring a deep understanding of our client's products and services. Your responsibilities will include troubleshooting technical problems, guiding customers through solutions, documenting interactions accurately, and collaborating with engineering and product teams to resolve bugs and enhance user experience.
The ideal candidate will possess exceptional communication and problem-solving skills, with a proven track record in customer-facing roles. You should be adept at de-escalating challenging situations and maintaining a high level of customer satisfaction. Key duties involve answering phone calls, responding to emails and live chat inquiries, creating and updating support tickets in our CRM system, and developing comprehensive knowledge base articles. You will also be involved in training junior support staff and contributing to the development of support documentation. A proactive approach to identifying potential customer issues and implementing preventative measures is highly valued. The successful candidate will thrive in a fast-paced environment and demonstrate a passion for delivering outstanding service. This is a fantastic opportunity to grow your career within a supportive and forward-thinking organization.
Requirements:
The ideal candidate will possess exceptional communication and problem-solving skills, with a proven track record in customer-facing roles. You should be adept at de-escalating challenging situations and maintaining a high level of customer satisfaction. Key duties involve answering phone calls, responding to emails and live chat inquiries, creating and updating support tickets in our CRM system, and developing comprehensive knowledge base articles. You will also be involved in training junior support staff and contributing to the development of support documentation. A proactive approach to identifying potential customer issues and implementing preventative measures is highly valued. The successful candidate will thrive in a fast-paced environment and demonstrate a passion for delivering outstanding service. This is a fantastic opportunity to grow your career within a supportive and forward-thinking organization.
Requirements:
- Proven experience in a customer service or helpdesk role, preferably in a senior capacity.
- Excellent knowledge of ticketing systems and CRM software.
- Strong technical aptitude and ability to explain complex issues clearly.
- Proficiency in English, with outstanding written and verbal communication skills.
- Ability to work independently and as part of a team.
- Experience in mentoring or training junior staff is a plus.
- Demonstrated ability to handle high-pressure situations with composure.
- A customer-centric mindset and a commitment to exceeding expectations.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
NE1 4JE Newcastle upon Tyne, North East
£28000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Specialist to join their esteemed team in Newcastle upon Tyne, Tyne and Wear, UK . This role is crucial for maintaining high levels of customer satisfaction and providing expert technical assistance. You will be responsible for handling complex customer inquiries, resolving escalated issues, mentoring junior support staff, and contributing to the improvement of support processes and knowledge base articles. The ideal candidate will have a deep understanding of customer service principles, excellent problem-solving skills, and the ability to communicate technical information clearly and concisely. You will work closely with other departments, such as sales and product development, to ensure a seamless customer experience. Key responsibilities include troubleshooting technical problems, guiding customers through product usage, managing customer feedback, and identifying trends in customer issues to proactively address potential problems. We are looking for a proactive individual with a passion for helping customers, strong interpersonal skills, and a commitment to continuous improvement. This role requires patience, empathy, and a results-oriented approach to customer service. The ability to manage multiple tasks simultaneously and prioritize effectively is essential. You will be a key point of contact for high-value clients, ensuring their needs are met promptly and efficiently. This is an excellent opportunity for a seasoned support professional looking to take on more responsibility and make a significant impact within a growing organization.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for customers.
- Handle and resolve escalated customer issues with urgency and professionalism.
- Mentor and train junior customer support representatives.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Identify recurring customer issues and propose solutions to relevant teams.
- Gather and analyze customer feedback to improve products and services.
- Manage customer relationships and ensure high satisfaction rates.
- Collaborate with sales and technical teams to resolve complex problems.
- Contribute to the continuous improvement of customer support processes.
- Document all customer interactions accurately.
Qualifications:
- High school diploma or equivalent; Bachelor's degree preferred.
- Minimum of 3-5 years of experience in customer support or technical helpdesk roles.
- Proven experience in troubleshooting complex technical issues.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Experience with CRM software and ticketing systems.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a passion for service excellence.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
9