85 Customer Service Representatives jobs in Aberdare
Customer Support Sr., Veeqo
Swansea, Wales
Amazon
Posted 11 days ago
Job Viewed
Job Description
Description
Veeqo is a multi-channel shipping software built to simplify fast-growth e-commerce. Acquired by Amazon in 2021, Veeqo helps sellers cut shipping costs while increasing the speed of fulfilling customer orders. Selected candidate(s) as Seller Support Associates will serve as the first-line support partners to act as the primary interface for our Veeqo customers, providing phone, email and live chat support.
Our team in Swansea will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
The Sr. First Line Support Agent demonstrates end-to-end ownership of every seller interaction and handles proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction.
The successful candidate will work a five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days.
Key job responsibilities
As part of your role, you will have the opportunity to:
Support Veeqo's Selling Partner's to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.
Identify customers' needs, clarify information, research every issue and providing solutions.
Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
Build sustainable relationships and engaging customers by going the extra mile.
Oversee and achieve various productivity and quality targets and metrics.
Collaborate with various internal stakeholders and teams.
Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
Attend and conduct regular training sessions, learn product details and key selling points of products and technologies.
Any other duties and special projects as directed by management in keeping with the employee's skills and experience
A day in the life
Each day begins with a team huddle 30 minutes into the shift, creating a collaborative space where team members share updates, seek peer support on complex cases, and receive important announcements from management. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development - ensuring both immediate customer support and long-term service improvements.
Basic Qualifications
- Advanced proficiency in local language in both written and verbal communication
- Previous experience in a customer service environment
- Relevant experience working with data analytics and using these metrics to identify problems
- Excellent listening skills; able to demonstrate empathy and willingness to help
- Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand
- Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
Preferred Qualifications
- Business acumen in areas of e-commerce and retail is advantageous
- 2 or more years experience within a customer service/contact centre environment would be an advantage
- Ability to work against and deliver performance in metric driven environment with high productivity and quality standards
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
Veeqo is a multi-channel shipping software built to simplify fast-growth e-commerce. Acquired by Amazon in 2021, Veeqo helps sellers cut shipping costs while increasing the speed of fulfilling customer orders. Selected candidate(s) as Seller Support Associates will serve as the first-line support partners to act as the primary interface for our Veeqo customers, providing phone, email and live chat support.
Our team in Swansea will be responsible for providing timely and accurate operational support to customers on our internal platform, offering a first class customer experience in all interactions. A First Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
The Sr. First Line Support Agent demonstrates end-to-end ownership of every seller interaction and handles proactive problem solving to provide exceptional support to our customers. Able to deal with pressure and satisfy customer concerns or frustration even in the most challenging of environments, our first line support can diffuse complex situations, ensuring customer satisfaction.
The successful candidate will work a five-day shift pattern running from Monday through Friday, with Saturday and Sunday as rest days.
Key job responsibilities
As part of your role, you will have the opportunity to:
Support Veeqo's Selling Partner's to solve any incoming issues via 3 channels of communication (Phone, Email & Chat).
Manage high volumes of inbound and outbound calls, emails and chats in a timely manner.
Identify customers' needs, clarify information, research every issue and providing solutions.
Exemplify Amazons Leadership Principle for Customer Obsession by consistently displaying a genuine empathy and passion for our customers, delivering an exceptional customer care experience with every contact.
Build sustainable relationships and engaging customers by going the extra mile.
Oversee and achieve various productivity and quality targets and metrics.
Collaborate with various internal stakeholders and teams.
Troubleshoot and provide product guidance and support to all Veeqo Sellers and Vendors.
Attend and conduct regular training sessions, learn product details and key selling points of products and technologies.
Any other duties and special projects as directed by management in keeping with the employee's skills and experience
A day in the life
Each day begins with a team huddle 30 minutes into the shift, creating a collaborative space where team members share updates, seek peer support on complex cases, and receive important announcements from management. The workday is strategically structured to balance dedicated ticket-handling time with project work, allowing team members to contribute to key initiatives such as trend analysis, process documentation, and training development - ensuring both immediate customer support and long-term service improvements.
Basic Qualifications
- Advanced proficiency in local language in both written and verbal communication
- Previous experience in a customer service environment
- Relevant experience working with data analytics and using these metrics to identify problems
- Excellent listening skills; able to demonstrate empathy and willingness to help
- Able to troubleshoot, research and effectively translate technical and procedural instructions to customers in a way they can understand
- Relevant experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
Preferred Qualifications
- Business acumen in areas of e-commerce and retail is advantageous
- 2 or more years experience within a customer service/contact centre environment would be an advantage
- Ability to work against and deliver performance in metric driven environment with high productivity and quality standards
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( ) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Support Manager
CF10 1ED Cardiff, Wales
£45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a fast-growing tech company, is seeking a highly motivated and experienced Senior Customer Support Manager to lead their customer service operations. This role offers a fully remote working arrangement, allowing you to manage your team and operations from anywhere within the UK. You will be responsible for building and maintaining exceptional customer relationships, driving team performance, and ensuring the delivery of world-class support services. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a passion for creating positive customer experiences.
Key Responsibilities:
Key Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Support Specialist
CF10 1DT Cardiff, Wales
£30000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly expanding SaaS company, is looking for a dedicated and empathetic Senior Customer Support Specialist to join their fully remote team. This pivotal role, supporting customers in **Cardiff, Wales, UK**, and globally, focuses on providing exceptional technical assistance and fostering strong client relationships. You will be a key point of contact for customers, resolving complex issues, and contributing to the improvement of our client's product and support resources.
As a Senior Specialist, you will handle escalated customer inquiries, troubleshoot intricate technical problems, and guide users through product functionalities. Your expertise will be invaluable in identifying trends, documenting solutions, and providing feedback to the product and development teams to enhance user experience and product reliability. This is an excellent opportunity for a proactive individual with a passion for problem-solving and customer advocacy.
Responsibilities:
As a Senior Specialist, you will handle escalated customer inquiries, troubleshoot intricate technical problems, and guide users through product functionalities. Your expertise will be invaluable in identifying trends, documenting solutions, and providing feedback to the product and development teams to enhance user experience and product reliability. This is an excellent opportunity for a proactive individual with a passion for problem-solving and customer advocacy.
Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Support Specialist
CF10 1AA Cardiff, Wales
£25000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking dedicated and empathetic Remote Customer Support Specialists to join their fully remote team. This role is fundamental to providing exceptional customer service and support to clients across the UK. As a Remote Customer Support Specialist, you will be the primary point of contact for customer inquiries, troubleshooting issues, and ensuring customer satisfaction through various communication channels, including phone, email, and live chat. You will handle a wide range of customer requests, from general inquiries to technical support, requiring a deep understanding of the company's products and services. The ideal candidate possesses excellent communication skills, a patient and problem-solving attitude, and the ability to manage multiple tasks efficiently in a fast-paced environment. This is a remote-first position, meaning all work is performed from your home office, requiring self-discipline, strong time management skills, and a reliable internet connection. You will receive comprehensive training and ongoing support to excel in your role. This is a fantastic opportunity to build a career in customer service while enjoying the benefits of remote work.
Key Responsibilities:
Key Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
3
Customer Support Team Lead
CF10 1AA Cardiff, Wales
£30000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is looking for a dedicated and experienced Customer Support Team Lead to manage their vibrant support department. This is a fantastic opportunity for someone with a passion for customer service and a knack for leadership to make a significant impact. You will be responsible for overseeing a team of customer support representatives, ensuring they provide exceptional service to our diverse client base. Your primary focus will be on mentoring, coaching, and developing your team, fostering a positive and productive work environment. This role requires a hands-on approach, where you will not only manage but also actively participate in resolving complex customer issues and inquiries.
Key responsibilities include setting performance goals for the team, monitoring key metrics such as response times, customer satisfaction scores (CSAT), and first-call resolution rates. You will handle escalated customer complaints and provide effective solutions, ensuring customer loyalty and retention. Training and onboarding new team members will be a crucial part of your role, ensuring they are equipped with the necessary knowledge and skills to excel. You will also be involved in developing and refining customer support processes and procedures to enhance efficiency and effectiveness. Collaboration with other departments, such as sales and product development, will be essential to relay customer feedback and contribute to service improvements. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You should be adept at conflict resolution, empathetic, and customer-focused. This role requires a proactive individual who can identify trends in customer inquiries and implement preventative measures or training to address them. We are seeking someone who is motivated by helping others and committed to delivering outstanding customer experiences. This position offers the chance to shape the customer support function within a dynamic organisation, contributing directly to its success. You will be a key point of contact for both your team and senior management, representing the voice of the customer within the company.
Qualifications:
Key responsibilities include setting performance goals for the team, monitoring key metrics such as response times, customer satisfaction scores (CSAT), and first-call resolution rates. You will handle escalated customer complaints and provide effective solutions, ensuring customer loyalty and retention. Training and onboarding new team members will be a crucial part of your role, ensuring they are equipped with the necessary knowledge and skills to excel. You will also be involved in developing and refining customer support processes and procedures to enhance efficiency and effectiveness. Collaboration with other departments, such as sales and product development, will be essential to relay customer feedback and contribute to service improvements. The ideal candidate will possess strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. You should be adept at conflict resolution, empathetic, and customer-focused. This role requires a proactive individual who can identify trends in customer inquiries and implement preventative measures or training to address them. We are seeking someone who is motivated by helping others and committed to delivering outstanding customer experiences. This position offers the chance to shape the customer support function within a dynamic organisation, contributing directly to its success. You will be a key point of contact for both your team and senior management, representing the voice of the customer within the company.
Qualifications:
- 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.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Lead
CF10 1GD Cardiff, Wales
£30000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is looking for a motivated and experienced Senior Customer Support Lead to join their dedicated team in Cardiff, Wales, UK . This role is essential for ensuring exceptional customer service delivery and leading a team of support professionals. The ideal candidate will have a passion for customer satisfaction, strong problem-solving skills, and the ability to mentor and guide junior team members. You will be responsible for handling complex customer inquiries, resolving escalated issues, and contributing to the continuous improvement of customer support processes and standards. Your expertise will be key in maintaining high levels of customer loyalty and satisfaction.
Key Responsibilities:
Key Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
CF10 1DA Cardiff, Wales
£28000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Cardiff, Wales, UK . This role offers a hybrid working model, allowing for a balance between in-office collaboration and remote flexibility. The successful candidate will be instrumental in providing exceptional support to a diverse customer base, resolving technical issues, and ensuring a consistently positive customer experience.
Responsibilities:
Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Support Specialist
CF10 1AA Cardiff, Wales
£25000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is seeking a motivated and empathetic Customer Support Specialist to join their fully remote team. Although the role is based in **Cardiff, Wales, UK**, you will be working entirely from home, providing exceptional support to our diverse customer base. You will be the first point of contact for customers, resolving inquiries, troubleshooting issues, and ensuring a positive customer experience across various communication channels including email, chat, and phone. This role requires excellent communication skills, a problem-solving mindset, and the ability to work independently while being a valuable part of a collaborative virtual team.
Responsibilities:
Responsibilities:
- 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.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Specialist - Technical
CF10 1AH Cardiff, Wales
£25000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their growing remote team. This role is pivotal in ensuring customer satisfaction by providing timely and effective support across various channels, including email, phone, and chat. You will be the first point of contact for customers experiencing issues or requiring assistance with our client's products and services. A passion for helping others and a knack for problem-solving are essential.
Key Responsibilities:
Location: This role is fully remote, providing support to customers globally, with a specific focus on the needs of individuals and businesses in Cardiff, Wales, UK .
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally across all support channels.
- Diagnose technical problems and guide customers through step-by-step solutions.
- Escalate complex issues to the appropriate internal teams when necessary.
- Document all customer interactions and resolutions accurately in the CRM system.
- Proactively identify opportunities to improve the customer experience and provide feedback to product and development teams.
- Maintain a deep understanding of the client's products and services to offer comprehensive support.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Achieve key performance indicators (KPIs) for response times, resolution rates, and customer satisfaction scores.
Location: This role is fully remote, providing support to customers globally, with a specific focus on the needs of individuals and businesses in Cardiff, Wales, UK .
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
CF10 1GD Cardiff, Wales
£30000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client, a leading technology firm, is seeking an experienced and highly motivated Senior Customer Support Specialist to join their dynamic team in **Cardiff, Wales, UK**. This pivotal role will involve providing exceptional technical assistance and comprehensive support to a diverse customer base. You will be responsible for troubleshooting complex issues, diagnosing software and hardware problems, and delivering effective solutions in a timely manner. The ideal candidate will possess a deep understanding of customer service principles and a proven track record in resolving challenging technical queries. You will also be involved in escalating critical issues to the relevant departments and ensuring all customer interactions are documented accurately and thoroughly within our CRM system. This position requires a proactive approach to identifying recurring problems and contributing to the development of knowledge base articles and support documentation to empower both customers and the support team. Furthermore, you will mentor junior support staff, conduct training sessions, and contribute to the continuous improvement of our customer support processes. A key aspect of this role involves collaborating with product development and quality assurance teams to provide valuable customer feedback and insights that drive product enhancements. The ability to communicate technical information clearly and concisely to both technical and non-technical audiences is essential. This role demands excellent problem-solving skills, a customer-centric mindset, and the ability to thrive in a fast-paced environment. A strong commitment to delivering outstanding service and exceeding customer expectations is paramount.
Responsibilities:
Responsibilities:
- Handle high-volume inbound customer inquiries via phone, email, and chat.
- Diagnose and resolve technical hardware and software issues.
- Escalate unresolved issues to appropriate internal teams.
- Document all customer interactions and resolutions accurately in the CRM.
- Develop and maintain a comprehensive knowledge base of product information and troubleshooting guides.
- Mentor and train junior customer support representatives.
- Contribute to process improvement initiatives within the support department.
- Collaborate with cross-functional teams to resolve customer issues and enhance product functionality.
- Provide feedback to product management based on customer interactions.
- Achieve and exceed key performance indicators (KPIs) related to customer satisfaction and issue resolution.
- Proven experience in a customer support or helpdesk role, preferably in a technical environment.
- Strong understanding of troubleshooting methodologies for software and hardware.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and ticketing systems.
- Ability to explain complex technical concepts to non-technical users.
- Experience in mentoring or leading a support team is a plus.
- Relevant certifications in IT support or customer service are advantageous.
- Bachelor's degree in a related field or equivalent practical experience.
This advertiser has chosen not to accept applicants from your region.
9