What Jobs are available for Customer Service Representatives in Kearsley?

About us:

We, the Mitsubishi Electric Group, contribute to the realisation of a vibrant and sustainable society through continuous technological innovation and ceaseless creativity. "Changes for the Better" represents the Mitsubishi Electric Group’s attitude to "always strive to achieve something better", as we continue to change and grow. Each one of us shares a strong will and passion to continuously aim for change, reinforcing our commitment to creating "an even better tomorrow"

Role summary:

You don’t have to be a spare parts guru to lead this team – but you do need grit, a passion for building high-performing teams, and the standards to run this £million operation and make sure customers always get the service they deserve.

Maybe you’ve grown a new contact centre from scratch. Maybe you’ve implemented an omni-channel service model that slashed response times and boosted customer satisfaction. Maybe you’ve worked with supply chain to drive availability up and eliminate out-of-stocks. Or maybe you’ve built smart pricing models and turned them into real commercial results.

Whatever your background, if you can lead a team to run a critical customer operation end-to-end, this could be your next big move.

This is your chance to take ownership of the Spare Parts team at Mitsubishi Electric – a market leader in commercial heating and cooling, driving the energy transition and the low-carbon agenda. You’ll have the space, the support, and the challenge to make it run like clockwork.

Skills/Responsibilities:

• Run your own £million operation within a market leader – maximising revenue from spare parts sales and optimising costs, using smart pricing and cost control to improve profitability.
• Lead a high-performing team delivering accurate, timely parts support to distributors, contractors, end customers, and internal teams.
• Own the operation from enquiry to delivery, making sure processes run smoothly, stock is available, and customers stay informed.
• Work with supply chain, technical, and service planning teams to optimise stock levels, reduce lead times, and improve availability and delivery performance.
• Set the bar for operational standards: mapping customer journeys, defining processes, and making sure your team runs them like pros.
• Drive efficiency through systems, automation, and data. Always looking for ways to improve.
• Coach, support, and inspire your team to deliver results and grow in their roles, creating a positive, accountable team culture.

Experience:

• Proven experience leading an operational team supporting internal / external customers.
• A track record of improving processes, efficiency, and customer experience.
• Strong organisational skills and a hands-on, problem-solving mindset.
• The ability to work across departments to deliver results for customers.
• Comfortable with CRM or ERP or Contact Centre systems and confident using data to drive decisions.
• Experience delivering results in a high-volume, commercially significant operation.
• Resilience, focus, and a genuine passion for building teams where people thrive.

In return for your commitment, we will offer you some fantastic benefits:

• Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
• Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
• Pension.
• Life Assurance.
• Group Income Protection Scheme.
• Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
• Access to Mitsubishi’s very own discount platform.
• Colleague Referral Scheme.
• Holiday Buy.
• Long Service Awards.
• Cycle to Work Scheme.
• Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
• Employee Assistance Programme including additional services Eldercare & Best Doctors.

Equality and Diversity

As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.

• Respond promptly and professionally to customer inquiries via various communication channels, including phone, email, and live chat.
• Provide technical assistance and troubleshooting for software-related issues, guiding users through step-by-step solutions.
• Educate customers on product features, functionalities, and best practices to maximize their benefit from our offerings.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify and escalate complex technical problems to higher support tiers or relevant departments when necessary.
• Contribute to the development and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Gather customer feedback and insights to identify areas for product and service improvement.
• Strive to achieve and exceed customer satisfaction targets through efficient and effective problem resolution.
• Collaborate with the product and development teams to report bugs and suggest feature enhancements based on customer feedback.
• Maintain a high level of product knowledge and stay updated on new releases and updates.
• Ensure all customer interactions are handled with empathy, professionalism, and a commitment to customer retention.

• Proven experience in a customer support or technical support role.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely.
• Strong problem-solving and troubleshooting abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with software applications and basic IT principles.
• A patient, empathetic, and customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Strong organizational skills and attention to detail.
• High school diploma or equivalent; further education or certifications in IT or customer service are a plus.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Provide accurate product information and technical support to customers.
• Troubleshoot and resolve customer issues efficiently and effectively.
• Process customer orders, returns, and exchanges according to company policies.
• Escalate complex customer issues to supervisors or relevant departments.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer satisfaction and service processes.
• Gather customer feedback and relay it to the relevant teams.
• Ensure a high level of customer retention through excellent service.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; further education or certification in a relevant field is a plus.
• Minimum of 1-2 years of experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using computers and basic software applications.
• Familiarity with CRM systems and ticketing software is advantageous.
• Ability to multitask, prioritise, and manage time effectively.
• A genuine passion for providing outstanding customer service.
• Ability to remain calm and professional under pressure.
• Team player with a positive attitude.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve technical issues and customer complaints effectively.
• Provide clear and concise instructions and guidance to customers.
• Escalate complex issues to appropriate departments when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Assist customers with onboarding, account setup, and product usage questions.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Contribute to the development and maintenance of help center articles and FAQs.
• Maintain a high level of customer satisfaction by delivering outstanding service.
• Collaborate with team members to share knowledge and best practices.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent communication skills, both written and verbal, with a patient and friendly demeanor.
• Strong problem-solving abilities and a keen eye for detail.
• Proficiency in using CRM software and customer support ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Comfortable working in a hybrid environment, splitting time between the Manchester office and remote work.
• A passion for helping people and a commitment to delivering excellent customer experiences.
• Experience with (mention specific software/industry if applicable) is a plus.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing accurate and effective solutions.
• Educate customers on product features, services, and best practices.
• Process customer requests, such as order modifications, cancellations, or account updates.
• Escalate complex issues to appropriate departments or senior team members when necessary.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify opportunities to improve customer satisfaction and loyalty.
• Contribute to the development of FAQs and knowledge base articles.
• Adhere to company policies and procedures to ensure consistency and quality of service.
• Gather customer feedback and provide insights to improve products and services.
• Meet or exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.

• Previous experience in a customer service or support role is highly desirable.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using customer support software and tools.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a positive attitude.
• Ability to work independently and as part of a remote team.
• Tech-savviness and ability to quickly learn new software and systems.
• High school diploma or equivalent; further education or certifications are a plus.
• A quiet and dedicated workspace with reliable internet access.

• Provide high-level technical and customer support via phone, email, and chat.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments.
• Develop and maintain customer support documentation and knowledge base articles.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Analyze customer feedback and support trends to identify areas for service improvement.
• Collaborate with product and development teams to relay customer insights and influence product enhancements.
• Ensure all customer interactions are logged accurately and promptly in the CRM system.
• Manage and prioritize a queue of support tickets, meeting defined service level agreements (SLAs).
• Contribute to the development and implementation of new support strategies and tools.
• Participate in regular team meetings and training sessions to stay updated on products and services.

• Minimum of 3 years of experience in a customer support or helpdesk role.
• Excellent communication and interpersonal skills, with the ability to empathize and build rapport with customers.
• Proficiency in using CRM software and ticketing systems.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team in a hybrid environment.
• Experience in training or mentoring junior staff is a plus.
• Familiarity with (mention relevant industry software, e.g., SaaS platforms) is highly desirable.
• A proactive approach to customer service and a commitment to delivering outstanding results.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Provide advanced troubleshooting and technical support for our products and services.
• Handle and resolve escalated customer complaints and issues with a high degree of ownership and empathy.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Identify recurring customer issues and provide feedback to relevant departments for product and service improvements.
• Assist in training and mentoring new customer support representatives.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Monitor customer service performance metrics and identify areas for improvement.
• Participate in team meetings and contribute to departmental goals.
• Collaborate with sales and technical teams to ensure a seamless customer experience.

• Proven experience as a Customer Support Specialist or in a similar role, with at least 3 years of experience.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving abilities and the capacity to think critically under pressure.
• Proficiency in using CRM software and helpdesk systems.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Experience with remote support tools and a strong understanding of hybrid work environments.
• Previous experience in a Senior Support role or mentoring capacity is highly desirable.
• Familiarity with (Specific Industry, e.g., SaaS, E-commerce) is a plus.
• A patient and customer-centric attitude.
• Ability to work effectively both independently and as part of a hybrid team.