What Jobs are available for Customer Service Representative in Stockton on Tees?
Showing 56 Customer Service Representative jobs in Stockton on Tees
Customer Support Lead
SR1 2AJ Sunderland, North East
£30000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Support Lead to manage and motivate their dedicated support team in Sunderland, Tyne and Wear, UK . This is a crucial role focused on ensuring exceptional customer service delivery, resolving complex customer issues, and driving continuous improvement within the support function.
As the Customer Support Lead, you will be responsible for supervising day-to-day operations, handling escalated customer complaints, and ensuring that service level agreements (SLAs) are consistently met or exceeded. You will coach, train, and mentor customer service representatives, fostering a positive and high-performing team environment. Your duties will include performance management, conducting regular one-on-one meetings, and identifying training needs. You will also play a key role in developing and refining customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. Analyzing customer feedback and support metrics will be essential to identify trends and areas for improvement. Collaboration with other departments, such as sales and technical support, will be necessary to ensure a seamless customer experience. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You should be adept at managing challenging situations and motivating a team to deliver outstanding results. This role offers the opportunity to make a significant impact on customer loyalty and brand reputation. We are looking for a proactive individual who is passionate about customer advocacy and committed to upholding the highest standards of service.
Responsibilities:
Qualifications:
As the Customer Support Lead, you will be responsible for supervising day-to-day operations, handling escalated customer complaints, and ensuring that service level agreements (SLAs) are consistently met or exceeded. You will coach, train, and mentor customer service representatives, fostering a positive and high-performing team environment. Your duties will include performance management, conducting regular one-on-one meetings, and identifying training needs. You will also play a key role in developing and refining customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. Analyzing customer feedback and support metrics will be essential to identify trends and areas for improvement. Collaboration with other departments, such as sales and technical support, will be necessary to ensure a seamless customer experience. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You should be adept at managing challenging situations and motivating a team to deliver outstanding results. This role offers the opportunity to make a significant impact on customer loyalty and brand reputation. We are looking for a proactive individual who is passionate about customer advocacy and committed to upholding the highest standards of service.
Responsibilities:
- Lead, manage, and mentor a team of customer service representatives.
- Oversee daily operations of the customer support department.
- Handle and resolve escalated customer issues and complaints effectively.
- Develop and implement customer service policies and procedures.
- Monitor and analyze customer support metrics and KPIs.
- Identify training needs and provide coaching to team members.
- Collaborate with other departments to ensure a cohesive customer experience.
- Drive continuous improvement initiatives within the support function.
- Maintain high levels of customer satisfaction and retention.
Qualifications:
- Proven experience in a customer service leadership role (2+ years).
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving and decision-making abilities.
- Proficiency in CRM software and customer support tools.
- Strong communication and interpersonal skills.
- Ability to work effectively under pressure and manage multiple priorities.
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0
Customer Support Specialist
SR1 1AA Sunderland, North East
£25000 Annually
WhatJobs
Posted 25 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their team in Sunderland, Tyne and Wear, UK . This hybrid role offers a blend of remote flexibility and in-office collaboration, providing the best of both worlds. You will be the first point of contact for customers, providing exceptional service and resolving inquiries efficiently and professionally.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and courteous manner.
- Diagnose and resolve customer issues, providing accurate information and effective solutions.
- Escalate complex problems to appropriate departments or senior team members when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
- Proactively identify customer needs and work towards building positive relationships.
- Educate customers on product features, services, and policies.
- Contribute to team efforts by accomplishing related results as needed.
- Adhere to company service standards and policies.
- Participate in training sessions to stay up-to-date with product knowledge and customer service best practices.
- Gather customer feedback and provide insights to improve products and services.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and data entry.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- A patient and positive demeanor, with a genuine desire to help customers.
- High school diploma or equivalent; college degree preferred.
- Proficiency in Microsoft Office Suite.
- Ability to work effectively both independently and as part of a hybrid team.
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1
Senior Customer Support Specialist
SR1 2AA Sunderland, North East
£25000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **Sunderland, Tyne and Wear, UK**. This is an exciting opportunity for an individual passionate about delivering exceptional customer service and technical assistance.
The successful candidate will be responsible for managing complex customer inquiries, troubleshooting technical issues, and providing timely and effective resolutions. You will act as a primary point of contact for high-profile clients, ensuring their satisfaction and fostering long-term relationships. This role involves a blend of on-site collaboration and remote work, offering flexibility to maintain a healthy work-life balance. Your responsibilities will include:
We are looking for individuals with at least 3 years of experience in a customer support or helpdesk role, preferably within the tech industry. A strong understanding of CRM systems and ticketing software is essential. Excellent communication, problem-solving, and interpersonal skills are a must. The ability to empathize with customers and remain calm under pressure is crucial. Familiarity with ITIL frameworks is a plus. This hybrid role requires availability to work from our **Sunderland** office for a portion of the week, with the remainder being remote. If you are a dedicated support professional looking to make a significant impact, we encourage you to apply.
The successful candidate will be responsible for managing complex customer inquiries, troubleshooting technical issues, and providing timely and effective resolutions. You will act as a primary point of contact for high-profile clients, ensuring their satisfaction and fostering long-term relationships. This role involves a blend of on-site collaboration and remote work, offering flexibility to maintain a healthy work-life balance. Your responsibilities will include:
- Responding to customer queries via phone, email, and live chat in a prompt and professional manner.
- Diagnosing and resolving technical issues with our software products, escalating to higher technical teams when necessary.
- Guiding customers through product features and functionalities, providing clear and concise instructions.
- Documenting all customer interactions and resolutions in the CRM system.
- Proactively identifying trends in customer issues and providing feedback to product development teams.
- Training and mentoring junior support staff.
- Contributing to the development of knowledge base articles and support documentation.
- Participating in regular team meetings and contributing to process improvements.
- Collaborating with sales and account management teams to ensure seamless customer onboarding and ongoing support.
- Maintaining up-to-date knowledge of our product suite and industry best practices.
We are looking for individuals with at least 3 years of experience in a customer support or helpdesk role, preferably within the tech industry. A strong understanding of CRM systems and ticketing software is essential. Excellent communication, problem-solving, and interpersonal skills are a must. The ability to empathize with customers and remain calm under pressure is crucial. Familiarity with ITIL frameworks is a plus. This hybrid role requires availability to work from our **Sunderland** office for a portion of the week, with the remainder being remote. If you are a dedicated support professional looking to make a significant impact, we encourage you to apply.
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2
Senior Customer Support Specialist
SR2 0AY Sunderland, North East
£28000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is integral to ensuring client satisfaction and providing expert assistance across a range of technical and service-related queries. Based in the vibrant city of Sunderland, Tyne and Wear, UK , you will be part of a dedicated support function that prides itself on exceptional service delivery. Your primary responsibilities will include handling escalated customer issues, mentoring junior support staff, developing comprehensive troubleshooting guides, and contributing to the continuous improvement of support processes. You will be expected to maintain a deep understanding of our client’s product suite and services to provide accurate and timely resolutions. This position involves direct communication with customers via phone, email, and live chat, requiring excellent interpersonal and problem-solving skills. The ideal candidate will have a proven track record in customer service, a passion for technology, and the ability to work effectively in a collaborative environment. You will also play a key role in identifying trends in customer feedback and liaising with other departments to address systemic issues. This is a fantastic opportunity for an individual looking to advance their career in customer support within a reputable organisation. We are looking for someone who is proactive, detail-oriented, and committed to delivering outstanding customer experiences. You should be comfortable working with ticketing systems and CRM software, and possess strong analytical abilities to diagnose and resolve complex problems. The ability to manage your workload efficiently and prioritize tasks effectively is crucial. This role offers a blend of in-office collaboration and remote flexibility, allowing for a balanced approach to work-life integration. Join our team and make a significant impact on our customer journey.
Key Responsibilities:
Key Responsibilities:
- Resolve complex customer issues and escalations.
- Mentor and guide junior customer support team members.
- Create and maintain support documentation and FAQs.
- Analyze customer feedback to identify areas for improvement.
- Collaborate with product and engineering teams on issue resolution.
- Ensure adherence to service level agreements (SLAs).
- Provide exceptional support via multiple communication channels.
- Previous experience in a senior customer support or helpdesk role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM and ticketing systems.
- Ability to work effectively both independently and as part of a team.
- Demonstrated commitment to customer satisfaction.
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3
Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£32000 Annually
WhatJobs
Posted 1 day 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. In this pivotal role, you will be the primary point of contact for customers, providing exceptional technical and non-technical support across a range of products and services. You will be responsible for troubleshooting complex issues, guiding users through solutions, and ensuring a high level of customer satisfaction. Your day-to-day will involve managing incoming support tickets via email, phone, and live chat, meticulously documenting all customer interactions and resolutions in our CRM system, and escalating unresolved issues to the appropriate departments with clear, concise information. As a senior member of the team, you will also be involved in training and mentoring junior support staff, contributing to the development of support documentation and knowledge base articles, and identifying trends in customer inquiries to suggest product or service improvements. You will play a crucial role in maintaining our reputation for outstanding customer care. The ideal candidate will possess excellent communication skills, a patient and empathetic demeanor, and a strong aptitude for problem-solving. A deep understanding of customer support best practices and experience with ticketing systems are essential. This is a fully remote position, offering the flexibility to work from anywhere in the UK. Our client provides all necessary equipment and offers comprehensive training to ensure your success in this remote-first environment. Join a company that values its employees and offers significant opportunities for professional growth and development within a supportive and collaborative virtual workspace. The ideal candidate will have a minimum of 3 years of experience in a customer-facing support role, with at least 1 year in a senior or lead capacity. Proficiency in using Zendesk or similar helpdesk software is a significant advantage. Strong analytical skills and the ability to manage time effectively in a remote setting are paramount. We are committed to fostering a diverse and inclusive workplace.
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4
Remote Customer Support Specialist
SR5 2QQ Sunderland, North East
£24000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is actively seeking dedicated and empathetic Remote Customer Support Specialists to join their fully remote team, servicing customers across the UK. In this role, you will be the primary point of contact for customers, providing exceptional support and resolving inquiries via phone, email, and live chat. Your goal will be to ensure a seamless and positive customer experience, building strong relationships and fostering loyalty. This position requires excellent communication skills, a patient and understanding demeanor, and the ability to troubleshoot technical issues or provide product information efficiently. You will be part of a collaborative remote team, contributing to a supportive and high-achieving environment. The ideal candidate is self-motivated, organised, and comfortable working independently from home, equipped with a reliable internet connection and a dedicated workspace. You will handle a variety of customer queries, ranging from account management to troubleshooting complex problems, always aiming for first-contact resolution. Training will be provided on our client's products and services, but a natural aptitude for learning and problem-solving is essential. You will document all customer interactions accurately in our CRM system, ensuring comprehensive records are maintained. Contributing to our knowledge base by updating FAQs and support articles will also be part of your responsibilities, helping to empower both customers and colleagues. This role is crucial in maintaining our client's reputation for outstanding customer service and requires individuals who are passionate about helping others. You will work towards team and individual performance targets, contributing to the overall success of the customer service department. The ability to adapt to different customer personalities and communication styles is paramount.
Key Responsibilities:
Key Responsibilities:
- Provide exceptional customer support via phone, email, and live chat.
- Resolve customer inquiries, issues, and complaints in a timely and professional manner.
- Troubleshoot technical problems and provide clear, actionable solutions.
- Document all customer interactions accurately within the CRM system.
- Contribute to the creation and maintenance of customer support documentation and FAQs.
- Identify trends in customer inquiries and escalate recurring issues to management.
- Maintain a high level of product knowledge and service expertise.
- Build rapport and foster positive relationships with customers.
- Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
- Collaborate effectively with remote team members and other departments.
- Previous experience in a customer service or support role is highly desirable.
- Excellent verbal and written communication skills.
- Strong problem-solving and active listening abilities.
- Proficiency with computers and common software applications.
- Ability to work independently and manage time effectively in a remote setting.
- A positive attitude and a genuine desire to help others.
- Reliable internet connection and a suitable home office environment.
- Experience with CRM software is a plus.
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5
Senior Customer Support Manager
SR1 2AA Sunderland, North East
£55000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Customer Support Manager to lead their dedicated support team in a fully remote capacity. This is a critical role focused on ensuring exceptional customer service and satisfaction across all touchpoints. You will be responsible for developing, implementing, and refining customer support strategies, policies, and procedures to enhance the overall customer experience. This includes managing inbound support channels (phone, email, chat), setting service level agreements (SLAs), and implementing best practices for efficient ticket resolution. You will lead, mentor, and train a team of customer support representatives, fostering a positive and high-performing work environment. Performance monitoring, quality assurance, and continuous improvement initiatives will be central to your role, ensuring that the team consistently meets and exceeds customer expectations. You will analyze customer feedback and support metrics to identify trends, pain points, and opportunities for product or service enhancements. Collaboration with other departments, such as product development, sales, and marketing, will be essential to ensure a cohesive customer journey. The ideal candidate will possess exceptional leadership, communication, and problem-solving skills, with a deep understanding of customer relationship management (CRM) systems and support technologies. This role requires a proactive, results-oriented individual who can thrive in a dynamic, remote-first environment, driving customer loyalty and retention through outstanding service.
Responsibilities:
Responsibilities:
- Lead and manage a remote customer support team, fostering a culture of excellence.
- Develop and implement effective customer support strategies, policies, and procedures.
- Oversee daily operations of customer support channels, ensuring timely and accurate resolutions.
- Set and monitor key performance indicators (KPIs) and service level agreements (SLAs).
- Conduct regular performance reviews and provide coaching to support representatives.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Collaborate with cross-functional teams to address customer issues and enhance product/service offerings.
- Manage customer escalations and resolve complex support issues effectively.
- Implement and optimize customer support tools and technologies.
- Develop and deliver training programs for the support team.
- Proven experience in customer support management or a related leadership role.
- Demonstrated success in managing and motivating remote teams.
- In-depth knowledge of customer service principles and best practices.
- Proficiency with CRM software and customer support platforms.
- Excellent problem-solving, analytical, and decision-making skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Ability to develop and implement effective support strategies.
- Strong understanding of customer journey mapping and experience optimization.
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
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6
Customer Support Specialist (Remote)
SR1 1 Sunderland, North East
£25000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and customer-focused Customer Support Specialist to join their fully remote team. This is an excellent opportunity for individuals who excel at providing exceptional service and possess strong communication skills. You will be the first point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive experience with our products and services. Working from home, you will be an integral part of a supportive and dynamic customer service department.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues efficiently, escalating complex problems when necessary.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Identify opportunities to improve customer satisfaction and loyalty.
- Follow communication procedures, guidelines, and policies.
- Collaborate with other departments to resolve customer issues effectively.
- Proactively identify and report product or service issues.
- Contribute to the development of customer support documentation and FAQs.
- Achieve individual and team-based customer service metrics.
- Maintain a high level of product knowledge.
- Proven customer support or client service experience.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using computers and common software applications.
- Experience with CRM systems is a plus.
- Ability to multitask, prioritize, and manage time effectively.
- A patient and empathetic approach to customer interactions.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent; further education or relevant certifications are advantageous.
- A genuine passion for helping customers and delivering outstanding service.
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7
Customer Support Team Lead
SR1 1 Sunderland, North East
£28000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a motivated and experienced Customer Support Team Lead to guide their support operations in Sunderland, Tyne and Wear, UK . This hybrid role requires a blend of in-office leadership and remote team management, ensuring seamless customer service delivery. You will be responsible for leading, coaching, and mentoring a team of customer support representatives, fostering a positive and productive work environment. Key duties include managing daily operations, ensuring service level agreements (SLAs) are met, handling escalated customer issues, and implementing strategies to improve customer satisfaction and retention. The ideal candidate will have a strong background in customer service, proven leadership experience, and excellent communication and problem-solving skills. You will analyze support metrics, identify trends, and implement process improvements to enhance efficiency and effectiveness. The ability to motivate a team, manage performance, and contribute to training and development initiatives is crucial. Remote responsibilities may involve overseeing remote team members, conducting virtual performance reviews, and contributing to remote team strategy development. You will collaborate with other departments to ensure a consistent and positive customer experience across all touchpoints. This role offers the opportunity to make a significant impact on customer loyalty and contribute to the overall success of the business. A proactive approach to problem-solving and a commitment to delivering exceptional customer service are essential qualities for this position.
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8
Lead Customer Support Specialist
SR1 2AN Sunderland, North East
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and experienced Lead Customer Support Specialist to join their dynamic team in **Sunderland, Tyne and Wear, UK**. This role involves providing exceptional support to customers, resolving complex technical issues, and leading a small team of support agents. The ideal candidate will possess excellent communication skills, a strong problem-solving aptitude, and a passion for customer satisfaction. You will be instrumental in maintaining high service levels and contributing to the continuous improvement of our support processes.
Key Responsibilities:
Key Responsibilities:
- Handle escalated customer inquiries and technical support requests via phone, email, and chat.
- Diagnose and resolve complex product and service issues, ensuring timely and effective resolutions.
- Provide guidance and mentorship to junior customer support representatives.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
- Monitor support queues and agent performance, ensuring service level agreements (SLAs) are met.
- Identify recurring customer issues and collaborate with product and engineering teams to implement solutions.
- Train new support staff on product features, support procedures, and best practices.
- Contribute to the development and refinement of customer support policies and procedures.
- Gather customer feedback and report on trends and insights to improve customer experience.
- Act as a point of contact for critical customer issues and coordinate internal resources to resolve them.
- Proven experience in a customer support or technical helpdesk role, with at least 2 years in a lead or senior capacity.
- Demonstrated ability to troubleshoot and resolve complex technical problems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Experience in a customer-facing role, with a strong commitment to customer service excellence.
- Proficiency with CRM software and helpdesk ticketing systems.
- Experience leading and mentoring a team is highly desirable.
- Ability to work effectively in a fast-paced, collaborative environment.
- Strong organisational and time-management skills.
- Familiarity with SaaS products and cloud-based services is a plus.
- Associate's or Bachelor's degree in a relevant field is advantageous.
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