What Jobs are available for Customer Service Representative in Wellington?

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software, hardware, and online platforms.
• Guide customers through troubleshooting steps, providing clear and concise instructions.
• Escalate complex technical issues to the appropriate internal teams when necessary.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of product knowledge to effectively address customer questions and concerns.
• Identify recurring customer issues and provide feedback to the product development team for potential improvements.
• Contribute to the development and maintenance of a comprehensive knowledge base of FAQs and troubleshooting guides.
• Proactively identify opportunities to improve the customer experience and service delivery.
• Meet or exceed key performance indicators for customer satisfaction, response times, and resolution rates.

• Proven experience in a customer service or technical support role.
• Strong understanding of common technical issues and troubleshooting methodologies.
• Excellent verbal and written communication skills, with a clear and confident tone.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a busy environment.
• Experience with (mention specific software/products relevant to the fictional company, e.g., SaaS platforms, specific hardware) is a plus.
• A strong desire to learn and adapt to new technologies and products.
• Ability to work effectively as part of a team.
• High school diploma or equivalent required; further education or certifications are advantageous.

• 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.

• 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

• Provide advanced technical support and troubleshooting to customers via phone, email, and live chat.
• Investigate and resolve complex customer issues, escalating to other departments when necessary.
• Develop and maintain a deep understanding of our products and services to offer expert advice.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Contribute to the improvement of customer support processes and documentation.
• Analyze customer feedback and support trends to identify areas for improvement.
• Manage and update customer records in the CRM system accurately.
• Collaborate with product development and sales teams to resolve issues and provide customer insights.
• Ensure adherence to company policies and procedures in all customer interactions.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.

• Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Experience in training or mentoring junior team members is a significant advantage.
• A proactive approach to identifying and resolving customer needs.
• Demonstrated ability to work collaboratively within a team.
• Must be available for a hybrid working arrangement, splitting time between home and our Stoke-on-Trent, Staffordshire, UK office.

• Leading and mentoring a team of customer support representatives.
• Handling escalated customer inquiries and resolving complex issues efficiently.
• Developing and refining customer support processes and best practices.
• Monitoring team performance and providing regular feedback and training.
• Analysing customer feedback and support data to identify trends and areas for improvement.
• Collaborating with other departments to address customer concerns and enhance product/service offerings.
• Ensuring adherence to service level agreements (SLAs) and maintaining high customer satisfaction scores.
• Contributing to the creation and updating of support documentation and knowledge base articles.
• Identifying opportunities to improve the overall customer journey.
• Participating in hiring and onboarding processes for new support staff.

• Proven experience in a customer support role, with at least 2-3 years in a lead or supervisory capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using CRM software and helpdesk platforms (e.g., Zendesk, Salesforce Service Cloud).
• Demonstrated ability to manage and motivate a team.
• Experience in developing and implementing customer service processes.
• Ability to analyse data and derive actionable insights.
• Adept at handling difficult customer situations with professionalism and empathy.
• Strong organisational skills and attention to detail.
• Bachelor's degree in a relevant field or equivalent work experience.

• Providing high-level customer support across multiple communication channels (phone, email, chat).
• Investigating and resolving customer complaints and technical issues effectively.
• Guiding customers through product features, services, and troubleshooting steps.
• Processing customer orders, forms, applications, and requests.
• Escalating unresolved issues to senior management or relevant departments.
• Maintaining accurate and detailed customer records within the CRM system.
• Contributing to the development and improvement of customer service procedures and documentation.
• Training and mentoring new and existing customer support representatives.
• Gathering customer feedback and reporting insights to inform product and service enhancements.
• Achieving and exceeding performance targets for customer satisfaction and resolution times.

• Previous experience in a customer service or technical support role, with at least 2 years in a senior capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to work effectively in a fast-paced environment and manage multiple tasks.
• A patient, empathetic, and customer-centric attitude.
• Experience in training or mentoring team members is a plus.
• Familiarity with (Specific Industry - e.g., SaaS, Retail, Telecommunications) is advantageous.