1014 Customer Service Representatives jobs in Ebbw Vale

WHJS1_UKTJ

Customer Service Coordinator
Cardiff

 £24,500

Are you ready for a fresh challenge in a thriving, growing business?

We are supporting a market-leading supplier to some of the world’s top retail brands in strengthening their Customer Support team with the addition of a proactive Customer Service Coordinator .

With decades of expertise in providing Goods Not for Resale (GNFR) — from office supplies and bespoke packaging to garment hangers and visual merchandising materials — this company is a trusted partner to household names including Superdry, JD Sports, Hugo Boss, Harrods, Dr. Martens, and many more.

The Role

As a Customer Service Coordinator , you will be the friendly and professional first point of contact for customer queries. Your day-to-day responsibilities will include:

• Handling and responding to client enquiries
• Tracking orders and providing delivery updates
• Liaising with internal teams to ensure smooth processes
• Supporting the delivery of excellent customer experiences that keep clients coming back

The Person

We’re looking for someone who can bring:

• Experience in a fast-paced office or customer service environment
• Excellent written and verbal communication skills
• Strong organisational and multitasking abilities
• A proactive approach and attention to detail

In return

• The chance to join a growing company with exciting career prospects
• A supportive and collaborative team environment
• The opportunity to make a real impact on client relationships and satisfaction

If you’re an energetic and motivated professional who thrives on delivering great service, we’d love to hear from you.

• Provide high-level customer support via phone, email, and live chat.
• Troubleshoot and resolve complex technical issues and customer inquiries efficiently.
• Identify and escalate priority issues to relevant departments when necessary.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Assist in developing and maintaining support documentation, FAQs, and knowledge base articles.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Train and mentor new or junior customer support representatives.
• Ensure a high level of customer satisfaction through excellent service delivery.
• Proactively communicate with customers regarding issue status and updates.
• Collaborate with cross-functional teams to resolve customer issues and improve processes.

• Proven experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Excellent problem-solving and troubleshooting skills.
• Strong communication (verbal and written) and active listening skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Deep understanding of company products/services and their functionalities.
• Experience in handling customer escalations and complex issues.
• Ability to work effectively in a hybrid work environment.

• Provide advanced technical support to customers via phone, email, and chat channels.
• Troubleshoot and resolve complex customer issues related to software and hardware.
• Act as an escalation point for junior support agents, providing guidance and expertise.
• Document all customer interactions and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Identify recurring customer issues and collaborate with product development teams to implement solutions.
• Train and mentor new customer support representatives.
• Contribute to the development and refinement of support processes and best practices.
• Monitor support queues and ensure timely resolution of all tickets.
• Gather customer feedback and provide insights to improve product and service offerings.

• Respond to customer inquiries and resolve issues in a timely and efficient manner.
• Escalate complex problems to appropriate departments and follow through to resolution.
• Provide detailed and accurate information to customers regarding products, services, and policies.
• Maintain a high level of customer satisfaction by offering personalized support.
• Train and mentor new customer support representatives.
• Analyze customer feedback and support trends to identify areas for improvement.
• Develop and maintain comprehensive documentation and knowledge base content.
• Collaborate with product, engineering, and sales teams to enhance the customer experience.
• Contribute to the development and implementation of new support strategies.
• Achieve and exceed individual and team performance targets.

• Proven experience in a customer service or helpdesk role, with at least 3 years in a senior or lead capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Demonstrated ability to train and mentor team members.
• A customer-centric mindset with a passion for delivering exceptional service.
• Familiarity with (mention a relevant industry tool or software if applicable, e.g., Zendesk, Salesforce Service Cloud) is a plus.

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Troubleshoot and resolve technical issues and general product questions.
• Guide customers through product features and functionalities.
• Escalate complex issues to appropriate departments when necessary.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback to product and development teams.
• Contribute to the knowledge base by creating and updating FAQs and support documentation.
• Proactively seek opportunities to improve the customer support process.
• Adhere to service level agreements (SLAs) and quality standards.

• Proven experience in a customer service or technical support role.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency with CRM software and ticketing systems.
• Ability to multitask and manage time effectively in a remote environment.
• A quiet, dedicated workspace with reliable high-speed internet.
• Comfortable working independently and as part of a distributed team.
• Previous experience in a remote role is a plus.
• High school diploma or equivalent; further education or certifications are advantageous.

• Respond to customer inquiries and resolve issues via multiple channels (phone, email, chat).
• Provide technical assistance and troubleshooting for product-related problems.
• Escalate complex issues to appropriate departments and follow up for resolution.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to product and development teams.
• Assist in training and mentoring new customer support representatives.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Contribute to the improvement of customer support policies and procedures.
• Ensure customer satisfaction by delivering timely and effective support.

• Proven experience as a Customer Support Specialist or similar role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk systems.
• Ability to work independently and manage time effectively in a remote setting.
• Technical aptitude and ability to learn new software quickly.
• Experience in a remote-first work environment is a plus.
• High school diploma or equivalent; a degree in a related field is preferred.