What Jobs are available for Customer Service Representatives in Kings Heath?

• 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.

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

Position: Customer Support Team Leader (Supply Chain)

Location: Dudley, West Midlands

Job Type: Permanent / Onsite

My client, a logistics leader with world renowned recognition, are on the hunt for a Customer Support Team Leader to head up the team in the UK head office!

Role and Responsibilities –

In this role, your main responsibility will be to lead the daily delivery of service activities, taking ownership for teams’ overall tasks and workload.

Other responsibilities include:

• Mentor and train the Customer Service team to meet expected service standards
• Collaborate with the Customer Service & Asset Manager to design, implement, and monitor team processes
• Analyse processes within the Service team and look to perform CI activities
• Manage a dedicated portfolio of customers in the UK region

Experience or Qualifications –

• Tenured experience in a customer service lead role managing a team
• Experience in logistics and/or supply chain is paramount!
• Understanding of customer centric principles and service centre environments
• Excellent soft skills to motivate, coach and lead a team to achieving success

Benefits:

• 25 days annual leave plus Bank Holidays
• Competitive Pension Scheme
• Annual Bonus Scheme
• Private Health Care Options

Candidates who currently are a Customer Support Team Leader, Service Team Lead or Customer Service Supervisor may be suitable for this position.

For more information regarding this Customer Support Team Leader role please contact Ben Herd on or

Omega Resource Group is acting as an Employment Agency in relation to this vacancy.

Omega Resource Group is an employment agency specialising in opportunities at all levels within the Engineering, Aerospace, Automotive, Electronics, Defence, Scientific, Oil & Gas, Construction and Manufacturing sectors.

For details of other opportunities available within your chosen field please visit our website

• Handle escalated customer support issues and provide timely resolutions.
• Lead, mentor, and train customer support representatives.
• Develop and maintain comprehensive support knowledge base articles and FAQs.
• Monitor customer service performance metrics and ensure SLA compliance.
• Identify recurring customer issues and propose solutions for service improvement.
• Act as a primary point of contact for customer feedback and complaints.
• Contribute to the development and refinement of customer support processes.
• Ensure a high standard of customer service is maintained at all times.
• Collaborate with other departments to address customer needs effectively.

• Proven experience in a customer support or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication and interpersonal abilities.
• Proficiency in using customer relationship management (CRM) software.
• Ability to train and guide team members.
• Experience in developing support documentation.
• Familiarity with ITIL best practices is a plus.
• A proactive and customer-centric approach.

• Respond to customer queries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues, guiding customers through step-by-step solutions.
• Escalate unresolved issues to the appropriate departments, ensuring thorough documentation.
• Maintain a deep understanding of our client's products and services to provide accurate information.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Train and mentor new customer support representatives.
• Contribute to the development and maintenance of support documentation and knowledge base articles.
• Ensure all customer interactions are logged accurately in the CRM system.
• Proactively identify opportunities to enhance the customer experience.
• Collaborate with cross-functional teams to resolve customer issues effectively.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior capacity.
• Excellent verbal and written communication skills, with a confident and empathetic tone.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with remote support tools is a plus.
• A degree in a relevant field or equivalent work experience is preferred.
• Team player with a positive attitude and strong work ethic.