Inbound Customer Service Representatives

Hellesdon, Eastern £12 Hourly Morson Talent

Posted 9 days ago

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contract

Are you passionate about delivering exceptional customer service? Do you want to join an expanding, dynamic, fun, and professional team?

We are looking for enthusiastic and customer centric individuals to join our client, Ingram Micro, as an Inbound Customer Service Representatives. By Providing a superior experience for customers which is key, as you will be the first point of contact for our Mobile Network and insurance-based customers. No two calls are the same and you will be answering calls for technical support, order management and many more requests. If you want to be part of Ingram Micro’s global operation and you are looking for an exciting role which can offer you variety, then this is what you are looking for!

Operating 7 days a week, 362 days a year the contact centre is based in Ingram Micro’s modern offices on the outskirts of Norwich where the team provides a high level of service to its customers through a flexible team of highly skilled & trained personnel.

Ingram Micro is the global leader in technology and supply chain services with an extensive array of resources to drive market and customer growth, while bringing unique insights that enable businesses to realise the promise of technology. Operating in 52 countries worldwide, servicing more than 200,000 customers, Ingram Micro partners with IT infrastructure and services providers to optimize their businesses from start-ups to global brands. None of this, however, is achievable without great people like you, with a complete customer focus!
We’re looking for star candidates who want to learn and develop new skills in a growing company. If you’re forward-thinking, results driven and want to pursue your career in customer operations, apply now! We are working with Ingram Micro to recruit on a temporary basis with a good possibility of a permanent role with Ingram Micro.




What is involved in the role?

As a Customer Service Representative, you will be part of an engaging and friendly frontline team. Some of your role responsibilities are:
• Delivering outstanding customer service to a variety of customers
• Assisting customers with various enquiries providing order updates and dealing with technical problems via a questions & answers system
• Taking responsibility for actions to ensure customer needs are met
• Helping customers via a chat support function

Full training and support will be given from our experienced team. We need your commitment to learning and collaborating with us to be successful in your role. We celebrate success and want to help you, help us!




What can you bring to the role?

• An excellent phone manner with good English language skills and the ability to build rapport and show empathy
• Strong listening and questioning skills
• Confidence in Microsoft systems - word and excel
• A high level of accuracy and excellent attention to detail
• Ability to embrace change to deliver better results for customers
• Previous contact centre experience will be advantageous but not necessary – full training will be given


What are the benefits of working at Ingram Micro?
• Enjoyable place to work
• Career development (70% of our team leaders joined as agents)
• Employee Discounts (1000’s of discounts available with local and global companies)
• Gym Membership discounts including health assessments, physiotherapy, and swimming lessons
• Modern Canteen and Breakout Facilities with hot & cold food available
• Free Tea & Coffee
• Free Fruit Friday’s
• A range of shift patterns to suit all lifestyles
• Located on the outskirts of the city with parking and good bus links to the city centre or beyond.
• Applications will be completed onsite with an on-the-spot interview, site tour and job offers being extended for qualified candidates.

The contact centre operates from 8am until 8pm Monday to Friday, you will rotate on the following shift patterns:
• 8am until 5pm
• 8.30am until 5.30pm
• 9am until 6pm

LMIND

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Customer Support Specialist

NR5 8DS Norwich, Eastern £25000 Annually WhatJobs

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full-time
Join our client, a rapidly growing technology firm, as a Customer Support Specialist at their bustling office in **Norwich, Norfolk, UK**. This is a crucial role where you will be the primary point of contact for customers, providing exceptional support and ensuring a positive experience. You will handle a wide range of customer inquiries via phone, email, and live chat, addressing technical issues, product queries, and billing concerns with professionalism and efficiency.

Your responsibilities will include troubleshooting software and hardware problems, guiding users through product features and functionalities, and escalating complex issues to the appropriate departments. You will maintain accurate records of customer interactions and feedback in our CRM system, identifying trends and suggesting improvements to our support processes and product offerings. Collaborating closely with the sales, product development, and marketing teams will be key to ensuring a seamless customer journey. We are looking for individuals with outstanding communication and problem-solving skills, a patient and empathetic demeanor, and a genuine passion for helping others. Previous experience in a customer service or helpdesk role is highly desirable, as is familiarity with ticketing systems and remote support tools. A strong technical aptitude and the ability to learn new software quickly are essential. This role offers a fantastic opportunity to grow within a supportive environment and make a real impact on customer satisfaction. While the role is primarily office-based, occasional travel to other company sites may be required.
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Remote Customer Support Specialist

NR1 1BD Norwich, Eastern £25000 Annually WhatJobs

Posted today

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full-time
Join a leading technology company as a Remote Customer Support Specialist and provide exceptional assistance to customers from the convenience of your own home. This fully remote position is critical to ensuring customer satisfaction and fostering positive client relationships. Your primary responsibility will be to handle inbound customer inquiries via phone, email, and live chat, addressing technical issues, providing product information, and resolving customer concerns efficiently and professionally. You will troubleshoot problems, guide customers through product usage, and escalate complex issues to appropriate departments when necessary. The ideal candidate will possess outstanding communication and interpersonal skills, with a natural ability to empathize with customers and resolve issues effectively. Strong problem-solving abilities, patience, and a positive attitude are essential for this role. Previous experience in customer service or a technical support role is highly desirable. Proficiency in using customer relationship management (CRM) software and other support tools is a plus. You must be self-motivated, highly organized, and able to manage your time effectively in a remote work environment, maintaining productivity and adhering to service level agreements. This role offers a fantastic opportunity to contribute to a growing company, gain valuable experience in customer support, and enjoy the benefits of a fully remote working arrangement, with excellent opportunities for training and career advancement within the customer service field.
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Senior Customer Support Manager

NR2 1AB Norwich, Eastern £45000 Annually WhatJobs

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full-time
Our client, a rapidly growing technology firm known for its innovative SaaS solutions, is seeking a highly experienced Senior Customer Support Manager to lead their dedicated support team. This role is fully remote, offering the flexibility to manage operations from anywhere within the UK. The ideal candidate will have a proven track record in building and managing high-performing customer support functions, driving customer satisfaction, and improving support efficiency. You will be responsible for developing support strategies, managing ticketing systems, and ensuring the timely and effective resolution of customer issues.

This is an excellent opportunity to shape the customer experience for a leading tech company. You will work closely with product, sales, and engineering teams to advocate for customer needs and contribute to the overall success of the business. The ability to motivate and develop a remote team, implement best practices, and analyze support metrics to identify areas for improvement is crucial.

Key Responsibilities:
  • Lead, manage, and mentor a team of customer support representatives, fostering a positive and productive remote work environment.
  • Develop and implement customer support policies, procedures, and SLAs to ensure high levels of customer satisfaction.
  • Oversee the daily operations of the support function, including managing ticket queues, response times, and issue resolution.
  • Utilize CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) to track, manage, and analyze customer interactions.
  • Identify trends in customer issues and collaborate with product and engineering teams to address root causes and improve product usability.
  • Develop and maintain a comprehensive knowledge base and self-service support resources.
  • Train and onboard new support team members, ensuring they are equipped with the necessary skills and product knowledge.
  • Monitor key performance indicators (KPIs) such as CSAT, NPS, FCR, and response times, and report on performance to senior management.
  • Manage escalations and provide direct support for complex customer issues when necessary.
  • Gather customer feedback and provide insights to inform product development and service improvements.
  • Ensure compliance with data privacy regulations and security best practices.

Qualifications:
  • Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
  • Minimum of 5 years of experience in customer support, with at least 2 years in a management or leadership role.
  • Proven experience managing remote support teams.
  • Proficiency with customer support software and ticketing systems.
  • Strong understanding of customer service principles and best practices.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Ability to analyze data and identify actionable insights.
  • Experience in the technology or SaaS industry is highly desirable.
  • Familiarity with the Norwich, Norfolk, UK business landscape is beneficial but not required for this fully remote position.
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Senior Customer Support Analyst

NR1 3LE Norwich, Eastern £30000 Annually WhatJobs

Posted today

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full-time
Our client, a rapidly growing technology firm, is looking for a proactive and detail-oriented Senior Customer Support Analyst to join their fully remote customer service team. This role is vital in ensuring exceptional customer satisfaction by providing prompt, accurate, and empathetic support to our user base. You will be responsible for handling complex technical inquiries, troubleshooting software and hardware issues, and guiding customers through product features and functionalities. The ideal candidate will have a strong aptitude for problem-solving and a passion for delivering outstanding customer experiences.

As a Senior Analyst, you will also be tasked with identifying trends in customer issues, providing feedback to product development teams, and contributing to the creation and maintenance of our knowledge base and support documentation. You will mentor junior support agents, assist in training new hires, and help develop best practices for our support operations. The ability to communicate technical information clearly and concisely, both verbally and in writing, is essential. You should be comfortable working independently, managing your workload effectively, and contributing to a positive and collaborative team culture, even in a remote setting. This is a fantastic opportunity to make a real difference in customer satisfaction and grow your career in a supportive, remote-first environment.

Responsibilities:
  • Respond to customer inquiries via multiple channels (email, chat, phone) in a timely and professional manner.
  • Diagnose and resolve technical issues related to our software products.
  • Provide clear and concise instructions and guidance to customers.
  • Escalate complex issues to appropriate teams and ensure resolution.
  • Document customer interactions and solutions in the ticketing system.
  • Contribute to the knowledge base by creating and updating help articles.
  • Identify and report on recurring customer issues and trends.
  • Assist in training and mentoring new customer support representatives.
  • Gather customer feedback to improve product and service offerings.
Qualifications:
  • Proven experience in a customer support or helpdesk role, preferably in a tech environment.
  • Strong technical aptitude and ability to troubleshoot software issues.
  • Excellent communication and interpersonal skills.
  • Patience, empathy, and a customer-centric approach.
  • Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce).
  • Ability to work independently and manage time effectively in a remote setting.
  • Strong problem-solving and analytical skills.
  • Experience in mentoring or leading junior team members is a plus.
This role offers the chance to be part of an innovative company that prioritizes employee well-being and offers a truly flexible, remote working experience. The job is based in Norwich, Norfolk, UK , but is executed entirely remotely.
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Senior Customer Support Specialist

NR1 1AA Norwich, Eastern £30000 Annually WhatJobs

Posted today

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full-time
Are you a highly motivated and empathetic individual with a passion for providing exceptional customer service? Our client is seeking a Senior Customer Support Specialist to join their dynamic, fully remote team. In this crucial role, you will be the primary point of contact for our diverse customer base, resolving inquiries, troubleshooting issues, and ensuring a consistently positive experience. You will handle inbound customer communications across various channels, including email, live chat, and phone, with a strong emphasis on prompt and accurate resolutions. Your responsibilities will include, but are not limited to, actively listening to customer concerns, diagnosing technical and non-technical problems, guiding customers through step-by-step solutions, and escalating complex issues to the appropriate internal departments when necessary. You will also be responsible for maintaining detailed records of customer interactions and transactions in our CRM system, identifying trends in customer feedback to suggest service improvements, and contributing to the development of our knowledge base and self-help resources. The ideal candidate will possess excellent communication skills, both written and verbal, with a talent for explaining technical concepts in an easy-to-understand manner. A proven track record in customer service, ideally within a remote environment, is essential. Strong problem-solving abilities, a patient demeanor, and the capacity to work independently and manage your time effectively are paramount. You should be proficient in using standard office software and have experience with CRM systems. While this is a remote position, fostering a sense of team collaboration and shared success will be key. Join us and make a significant impact on our customer satisfaction!

Responsibilities:
  • Respond to customer inquiries via email, chat, and phone with professionalism and efficiency.
  • Diagnose and resolve customer issues, providing clear and concise solutions.
  • Escalate unresolved issues to higher-level support or relevant departments.
  • Maintain accurate and up-to-date customer records in the CRM system.
  • Identify customer needs and help customers use specific features.
  • Gather customer feedback and report on common complaints or challenges.
  • Contribute to the creation and maintenance of support documentation and FAQs.
  • Meet or exceed individual and team performance targets.
  • Collaborate with team members to share best practices and improve service delivery.
  • Proactively identify opportunities to enhance the customer experience.
Qualifications:
  • Proven customer support or client service experience, preferably in a remote setting.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Ability to multitask, prioritize, and manage time effectively.
  • Proficiency in CRM software and help desk systems.
  • Familiarity with support tools and technologies.
  • High school diploma or equivalent; college degree preferred.
  • A dedicated home office setup with reliable high-speed internet access.
  • A positive attitude and a customer-centric mindset.
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Customer Support Team Lead

NR1 1BB Norwich, Eastern £30000 Annually WhatJobs

Posted today

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Job Description

full-time
Our client is seeking a dynamic and customer-focused Customer Support Team Lead to join their growing support department. This hybrid role, with a mix of remote and office-based work in Norwich, Norfolk, UK , will involve leading a team of customer service representatives, ensuring the delivery of exceptional support to our clientele. You will be responsible for team performance, training, and upholding our client's high standards of customer care.

Key Responsibilities:
  • Leading, mentoring, and motivating a team of customer support representatives.
  • Monitoring team performance metrics and providing regular feedback and coaching.
  • Handling escalated customer issues and resolving complex customer queries efficiently and effectively.
  • Ensuring that customer support SLAs are met and exceeded.
  • Developing and implementing training programs for new and existing team members.
  • Identifying trends in customer inquiries and providing insights to improve products and services.
  • Maintaining a deep understanding of our client's products and services to provide accurate support.
  • Collaborating with other departments to ensure a seamless customer experience.
  • Contributing to the continuous improvement of customer support processes and tools.
  • Ensuring all customer interactions are handled professionally and empathetically.

The ideal candidate will have previous experience in a customer service or technical support role, with demonstrable experience in a team leadership or supervisory capacity. Excellent communication, interpersonal, and problem-solving skills are essential. A strong understanding of customer service principles and best practices is required. Experience with CRM software and helpdesk ticketing systems is highly desirable. Ability to train and motivate a team is crucial. A proactive and positive attitude, with a passion for delivering outstanding customer service, is key to success in this role. This is an excellent opportunity to advance your career in customer support.
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Customer Support Team Lead - Hybrid

NR2 1AP Norwich, Eastern £30000 Annually WhatJobs

Posted today

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Job Description

full-time
Our client is looking for a motivated and experienced Customer Support Team Lead to join their growing team in **Norwich, Norfolk, UK**. This role offers a hybrid working model, blending office-based collaboration with the flexibility of remote work. You will be responsible for leading a team of customer service representatives, ensuring exceptional service delivery and fostering a positive team environment.

Key Responsibilities:
  • Lead, coach, and mentor a team of customer support representatives to achieve performance goals.
  • Monitor team performance, providing regular feedback, training, and support.
  • Handle escalated customer issues and provide timely and effective resolutions.
  • Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
  • Analyze customer feedback and support data to identify areas for improvement.
  • Ensure adherence to service level agreements (SLAs) and quality standards.
  • Collaborate with other departments to address customer needs and improve processes.
  • Create and maintain knowledge base articles and support documentation.
  • Manage team schedules and workload to ensure adequate coverage.
  • Contribute to the recruitment and onboarding of new team members.

Qualifications:
  • Proven experience in a customer service or support role, with at least 2 years in a team lead or supervisory capacity.
  • Excellent understanding of customer service principles and best practices.
  • Strong leadership, coaching, and motivational skills.
  • Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
  • Excellent problem-solving, communication, and interpersonal skills.
  • Ability to manage conflict and de-escalate challenging customer interactions.
  • Experience working in a hybrid or remote team environment is advantageous.
  • Strong organizational skills and attention to detail.
  • High school diploma or equivalent; a degree in a related field is a plus.
Join a customer-centric organization that values its employees and provides opportunities for professional growth within a supportive, hybrid work structure.
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Customer Support Specialist - Tier 2

NR1 1AA Norwich, Eastern £28000 Annually WhatJobs

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full-time
Our client is looking for a dedicated and empathetic Customer Support Specialist (Tier 2) to join their expanding support team. This role is fully remote, allowing you to provide exceptional assistance to customers from anywhere in the UK. As a Tier 2 specialist, you will handle more complex customer inquiries and technical issues, ensuring swift and effective resolutions. Your ability to troubleshoot, communicate clearly, and maintain a high level of customer satisfaction will be paramount.

Key Responsibilities:
  • Respond to and resolve complex customer support tickets via email, phone, and chat.
  • Troubleshoot technical issues, identify root causes, and provide detailed solutions.
  • Escalate unresolved issues to appropriate departments (e.g., development, engineering) with thorough documentation.
  • Document customer interactions, technical problems, and resolutions in the CRM system.
  • Educate customers on product features and best practices to prevent future issues.
  • Contribute to the knowledge base by creating and updating help articles and FAQs.
  • Identify trends in customer issues and provide feedback to product and engineering teams for service improvements.
  • Maintain a high standard of customer service, ensuring customer satisfaction and loyalty.
  • Adhere to service level agreements (SLAs) for response and resolution times.
  • Assist in training and mentoring Tier 1 support staff.
  • Proactively identify opportunities to improve the customer support process.
  • Ensure all customer interactions are handled with professionalism and empathy.

The ideal candidate will possess:
  • Proven experience (2+ years) in a customer support or technical support role, preferably with Tier 2 responsibilities.
  • Excellent problem-solving and troubleshooting skills.
  • Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
  • Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
  • Ability to work independently and manage time effectively in a remote work environment.
  • Familiarity with (mention a relevant technology, e.g., SaaS platforms, software applications).
  • A patient and empathetic approach to customer interactions.
  • High school diploma or equivalent; associate's or bachelor's degree is a plus.
  • Ability to multitask and manage multiple support channels simultaneously.
  • A commitment to continuous learning and improving support processes.

Join our client's supportive team and leverage your skills to deliver outstanding customer care remotely. This is a great opportunity for anyone passionate about technology and customer service.
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Remote Customer Support Lead - Technical Solutions

NR1 1LS Norwich, Eastern £35000 Annually WhatJobs

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full-time
Our client, a rapidly growing tech company, is seeking an experienced and empathetic Customer Support Lead to manage their remote technical support operations. This position is fully remote, offering the flexibility to work from any location. You will be responsible for leading a team of customer support specialists, ensuring the delivery of exceptional technical assistance to our diverse user base. Your role will involve developing support strategies, improving response times, resolving complex customer issues, and enhancing overall customer satisfaction. You will also be instrumental in training and mentoring your team, fostering a culture of proactive problem-solving and customer-centricity. This is an excellent opportunity for a motivated individual to make a significant impact on customer experience.

Key Responsibilities:
  • Lead, manage, and mentor a team of remote customer support specialists.
  • Develop and implement effective customer support strategies and workflows to ensure high levels of customer satisfaction and retention.
  • Handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
  • Monitor team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
  • Create and maintain comprehensive knowledge base articles and troubleshooting guides.
  • Train new support team members and provide ongoing coaching and development to the existing team.
  • Collaborate with product and engineering teams to identify and resolve recurring customer issues and suggest product improvements.
  • Ensure adherence to company policies and procedures in all customer interactions.
  • Manage support channels, including email, chat, and phone, ensuring efficient resource allocation.
  • Analyze customer feedback and support data to identify trends and areas for strategic improvement.
  • Contribute to the development of customer support best practices and service level agreements (SLAs).

The ideal candidate will have a proven track record of at least 4 years in customer support roles, with a minimum of 1 year in a leadership or supervisory capacity. Experience in a technical support environment, preferably within the SaaS or software industry, is essential. Strong leadership, communication, and interpersonal skills are required, along with excellent problem-solving and de-escalation abilities. Proficiency in customer support software (e.g., Zendesk, Intercom, Salesforce Service Cloud) and a genuine passion for helping customers are necessary. You must be highly organized, self-motivated, and able to thrive in a remote work environment. An understanding of troubleshooting methodologies and IT systems is highly advantageous. This role offers the chance to lead a dedicated remote team and significantly influence the customer experience.
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