71 Customer Service Representative jobs in Caerphilly

Full time : Permanent

Salary : £25,087 rising to £5,684 after 8 months in role, plus uncapped commission

Location:  Merthyr Tydfil Contact Centre

Address:  Rhydycar Business Park, Merthyr Tydfil, CF48 1DH

If you’re a natural when it comes to connecting with people – building relationships and understanding their needs – you could be a great fit for a Sales Advisor role with EE.

At EE, we’re harnessing the power of technology to bring people together and change their lives for the better. Join our Merthyr Sales Team and you’ll play a part in this by talking to customers over the phone and helping them choose the right products and services. It’s a chance to make a meaningful impact in a fun, fast-moving environment.

You don’t need sales experience to join us. We look for people who are resilient and driven, who’ve proved they can achieve their targets at work. We’ll provide the comprehensive training you need to make sure you feel confident talking about our amazing tech products and services.

No two calls are the same, so your ability to adapt and stay motivated in a sales environment will be key to your success.

We understand that life is always changing, so we help our people work flexibly – for example, allowing you to schedule your own breaks or bank time to take off so you don’t miss important events or appointments.

What's in it for you?

• Competitive Salary : Starting at £25,087, rising to £25,6 after 8 months, plus an uncapped commission scheme
• Online GP : Access to a private GP 24/7 for you and your immediate family, at no cost to you
• Paid Carer's Leave : Market-leading carers leave with up to 2 weeks off to support colleagues caring for family or friends.
• Family Leave : Equalised maternity, paternity, and adoption leave to give all parents 18 weeks’ full pay and 8 weeks’ half pay in the first year.
• Huge Discounts : Save on EE & BT products, including mobile and broadband.
• Career Development : Support in achieving the career you want without limits.
• Volunteering Days : Give back to your local community.
• Optional Private Healthcare and Dental : Protection for you and your family.

Join EE for a great team culture, meaningful support, and tailored training to help you build a lasting career. What are you waiting for? Find out more and apply at…

Full time : Permanent

Salary : £25,087 rising to £5,684 after 8 months in role, plus uncapped commission

Location:  Merthyr Tydfil Contact Centre

Address:  Rhydycar Business Park, Merthyr Tydfil, CF48 1DH

If you’re a natural when it comes to connecting with people – building relationships and understanding their needs – you could be a great fit for a Sales Advisor role with EE.

At EE, we’re harnessing the power of technology to bring people together and change their lives for the better. Join our Merthyr Sales Team and you’ll play a part in this by talking to customers over the phone and helping them choose the right products and services. It’s a chance to make a meaningful impact in a fun, fast-moving environment.

You don’t need sales experience to join us. We look for people who are resilient and driven, who’ve proved they can achieve their targets at work. We’ll provide the comprehensive training you need to make sure you feel confident talking about our amazing tech products and services.

No two calls are the same, so your ability to adapt and stay motivated in a sales environment will be key to your success.

We understand that life is always changing, so we help our people work flexibly – for example, allowing you to schedule your own breaks or bank time to take off so you don’t miss important events or appointments.

What's in it for you?

• Competitive Salary : Starting at £25,087, rising to £25,6 after 8 months, plus an uncapped commission scheme
• Online GP : Access to a private GP 24/7 for you and your immediate family, at no cost to you
• Paid Carer's Leave : Market-leading carers leave with up to 2 weeks off to support colleagues caring for family or friends.
• Family Leave : Equalised maternity, paternity, and adoption leave to give all parents 18 weeks’ full pay and 8 weeks’ half pay in the first year.
• Huge Discounts : Save on EE & BT products, including mobile and broadband.
• Career Development : Support in achieving the career you want without limits.
• Volunteering Days : Give back to your local community.
• Optional Private Healthcare and Dental : Protection for you and your family.

Join EE for a great team culture, meaningful support, and tailored training to help you build a lasting career. What are you waiting for? Find out more and apply at…

• Lead, train, and mentor a team of customer support representatives to ensure high performance and customer satisfaction.
• Develop and implement customer support strategies, policies, and procedures to enhance service delivery.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Manage incoming support requests via various channels, including phone, email, and chat, ensuring timely and effective resolution.
• Handle escalated customer issues, providing expert solutions and maintaining customer loyalty.
• Identify trends in customer inquiries and feedback, collaborating with other departments to address root causes and improve products/services.
• Maintain and update the knowledge base and support documentation.
• Ensure compliance with service level agreements (SLAs) and company standards.
• Contribute to the continuous improvement of customer support processes and tools.
• Foster a customer-centric culture within the support team and across the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or support, with at least 2 years in a supervisory or management role.
• Proven track record of successfully managing and motivating a customer support team.
• In-depth knowledge of customer relationship management (CRM) software and helpdesk ticketing systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to remain calm and professional under pressure, effectively handling difficult customer situations.
• Strong understanding of customer service metrics and reporting.
• Experience in developing and delivering training programs for support staff.
• Ability to work independently and manage a remote team effectively.
• A passion for delivering outstanding customer service and creating loyal customers.

• Provide high-level technical support to customers via email, chat, and phone, addressing complex issues and inquiries.
• Troubleshoot and resolve technical problems related to the company's software products.
• Guide customers through product features, functionalities, and best practices.
• Manage and prioritize incoming support requests, ensuring timely and effective resolutions.
• Escalate unresolved issues to the appropriate internal teams (e.g., development, product) with detailed information.
• Document all customer interactions and resolutions accurately in the CRM system.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product and development teams for continuous improvement.
• Train and mentor junior support staff, sharing knowledge and best practices.
• Contribute to the development and refinement of support processes and tools.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Participate in team meetings and contribute to a collaborative support environment.
• Ensure adherence to service level agreements (SLAs).

• Proven experience (minimum 4 years) in a customer support or technical support role, with at least 2 years in a senior or lead capacity.
• Strong technical aptitude and ability to troubleshoot complex software issues.
• Excellent communication, listening, and interpersonal skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Experience creating knowledge base content and documentation.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively in a remote setting.
• Experience in the SaaS industry is highly preferred.
• A proactive and customer-centric mindset.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues effectively.
• Provide detailed information about products and services.
• Maintain accurate customer records and documentation.
• Escalate complex issues to appropriate teams when necessary.
• Identify opportunities to improve customer satisfaction and retention.
• Adhere to company policies and customer service standards.
• Contribute to team goals and knowledge base development.

• High school diploma or equivalent; further education or relevant certifications are a plus.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and ticketing systems.
• Ability to work independently and manage time effectively.
• A dedicated home office setup with reliable high-speed internet access.
• A positive attitude and a genuine desire to help customers.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication and interpersonal skills, both written and verbal.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in training and onboarding new staff.
• A genuine passion for customer satisfaction.

• Lead and manage a team of customer support representatives, providing guidance, coaching, and performance feedback.
• Handle escalated customer inquiries and complex technical issues, ensuring timely and satisfactory resolution.
• Develop and implement customer support policies and procedures to enhance service quality and efficiency.
• Monitor key performance indicators (KPIs) for the customer support team, such as response times, resolution rates, and customer satisfaction scores.
• Train new team members on support processes, product knowledge, and customer service best practices.
• Identify trends in customer issues and provide feedback to product development and other departments for continuous improvement.
• Ensure the team maintains accurate and detailed records of customer interactions and support activities in the CRM system.
• Collaborate with other departments to resolve customer issues and improve the overall customer experience.
• Contribute to the development of knowledge base articles, FAQs, and other self-service resources.
• Foster a positive and supportive team environment that promotes customer-centricity.
• Stay up-to-date with product updates and industry best practices in customer support.
• Participate in hiring and onboarding new customer support staff.
• Analyze customer feedback and metrics to identify areas for improvement.
• Act as a point of escalation for customer complaints and complex issues.

• Proven experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Demonstrated experience in leading and motivating a customer support team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to effectively manage and resolve escalated customer issues.
• Experience in developing and implementing customer support processes.
• Strong organizational skills and attention to detail.
• Ability to train and mentor junior staff.
• A commitment to delivering exceptional customer experiences.

• Act as a primary point of contact for customer inquiries via phone, email, and live chat.
• Troubleshoot and resolve complex technical issues, escalating to higher support tiers when necessary.
• Document all customer interactions, solutions, and feedback accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
• Proactively engage with customers to gather feedback and identify opportunities for service enhancement.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Participate in regular team meetings, contributing to process improvements and problem-solving discussions.
• Stay up-to-date with product updates and industry best practices to provide informed support.

• Proven experience in a customer service or technical support role, preferably in a senior capacity.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to remain calm and professional under pressure, handling challenging customer situations with empathy.
• A proactive and self-motivated attitude with the ability to work independently and as part of a team.
• Experience in a specific industry relevant to our client's services is a plus.
• Bachelor's degree in a related field or equivalent practical experience.

• Respond to customer inquiries and resolve issues promptly and professionally via email, live chat, and phone.
• Provide technical assistance and troubleshooting for product-related problems.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify and escalate complex issues to appropriate departments or senior team members.
• Contribute to building and maintaining a comprehensive knowledge base of product information and solutions.
• Proactively identify opportunities to improve customer satisfaction and loyalty.
• Gather customer feedback and share insights with the product and development teams to drive product improvements.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response times and resolution rates.
• Participate in ongoing training sessions to stay updated on product knowledge and support best practices.
• Collaborate effectively with team members and other departments to ensure a seamless customer experience.
• Maintain a positive and professional demeanor at all times, representing the company brand with integrity.

• Previous experience in a customer service or technical support role is highly desirable.
• Excellent written and verbal communication skills, with the ability to articulate technical information clearly.
• Strong problem-solving and analytical skills.
• Proficiency in using customer support software, CRM systems, and ticketing platforms.
• Ability to multitask, prioritize, and manage time effectively in a remote work environment.
• A customer-centric approach with a passion for helping others.
• Reliable high-speed internet connection and a dedicated, quiet workspace.
• Ability to work independently and as part of a virtual team.
• Adaptability and willingness to learn new products and technologies.
• A positive attitude and a strong work ethic.