What Jobs are available for Customer Service Representatives in Lanark?

• Respond promptly and professionally to customer inquiries across various channels (phone, email, chat).
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Maintain detailed records of customer interactions and transactions.
• Identify and address customer needs and concerns with empathy and understanding.
• Contribute to the improvement of customer service processes and documentation.
• Educate customers on product features and best practices.
• Gather customer feedback and report insights to the relevant teams.
• Meet and exceed individual and team performance metrics.
• Collaborate with colleagues to share knowledge and best practices.

• Previous experience in a customer service or technical support role is preferred.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Patience and a positive attitude when dealing with customers.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• A team-oriented approach and a willingness to learn.
• Familiarity with basic IT troubleshooting is a plus.
• High school diploma or equivalent; further education is an advantage.
• Demonstrated ability to remain calm under pressure.

• Respond promptly and professionally to customer inquiries received via phone, email, and live chat.
• Identify and assess customer needs to achieve satisfaction, providing accurate information and effective solutions.
• Troubleshoot and resolve customer issues related to orders, products, deliveries, and account management.
• Process returns, exchanges, and refunds in accordance with company policies.
• Educate customers on product features, services, and policies.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Collaborate with internal teams (e.g., logistics, sales, technical support) to resolve complex customer issues.
• Identify trends in customer inquiries and provide feedback to management for service and product improvements.
• Contribute to the creation and maintenance of customer support documentation and FAQs.
• Strive to meet and exceed key performance indicators (KPIs) for customer satisfaction, response times, and resolution rates.
• Handle escalated customer complaints with patience and professionalism, aiming for first-contact resolution where possible.
• Represent the company's brand and values in all customer interactions.

• Previous experience in a customer service or customer support role is essential.
• Excellent verbal and written communication skills, with a clear and friendly tone.
• Strong active listening and empathy skills, with the ability to understand and address customer concerns.
• Proficiency in using CRM software and other customer support tools.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A proactive approach to problem-solving and a commitment to finding solutions.
• Team player with the ability to work collaboratively with colleagues.
• Adaptability and willingness to learn about new products and services.
• Experience with e-commerce platforms is advantageous.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

• Respond to customer inquiries and resolve issues efficiently and professionally via phone, email, and chat.
• Troubleshoot technical problems and provide clear, step-by-step solutions.
• Escalate complex issues to the appropriate internal teams when necessary.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Educate customers on product features and best practices.
• Gather customer feedback and report recurring issues to the product development team.
• Contribute to the creation and maintenance of helpdesk documentation and FAQs.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction and resolution times.
• Collaborate with team members to share knowledge and best practices.
• Assist with customer onboarding and training sessions as needed.

• Previous experience in a customer service or technical support role is preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Familiarity with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a positive attitude when dealing with customers.
• Proficiency in Microsoft Office Suite.
• Ability to work effectively both independently and as part of a hybrid team.

This is a remote position.

We are looking for a customer service associate to answer customer inquiries and ensure all matters and complaints are handled carefully. Good-fit candidates have impeccable communication and leadership skills and are empathetic and professional. If you have experience assisting customers in a similar industry and want to be part of a company and team that are making strides in the industry, we’d love to hear from you.

• Respond to customer inquiries via email, chat, and phone with professionalism and efficiency.
• Diagnose and resolve customer issues, escalating to appropriate departments when necessary.
• Provide detailed product information and technical assistance.
• Document all customer interactions and resolutions accurately in our CRM system.
• Identify trends in customer issues and provide feedback to product and development teams for service enhancement.
• Develop and update support documentation, FAQs, and knowledge base articles.
• Train and mentor new customer support representatives.
• Participate in team meetings and contribute to departmental goals.
• Proactively identify opportunities to improve the customer experience.
• Ensure all customer interactions align with company standards and service level agreements.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Experience in a fast-paced, customer-centric environment.
• A proactive and customer-focused attitude.
• Familiarity with (Specific industry software, e.g., Zendesk, Salesforce Service Cloud) is a plus.

• Provide advanced technical support to customers via phone, email, and chat, resolving complex software and system issues.
• Troubleshoot and diagnose software bugs, integration problems, and performance issues with our client's SaaS platform.
• Develop and maintain comprehensive knowledge base articles, FAQs, and technical documentation for customers and internal support staff.
• Mentor and train junior support engineers, assisting them with complex tickets and escalations.
• Identify recurring issues and collaborate with product development and engineering teams to implement long-term solutions.
• Manage customer escalations, ensuring timely and effective resolution, and maintaining high levels of customer satisfaction.
• Contribute to the development and refinement of support processes and best practices.
• Monitor support queues and ensure service level agreements (SLAs) are consistently met.
• Gather customer feedback and insights to inform product improvements and new feature development.
• Participate in the onboarding of new support team members.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or customer success role, with at least 2 years in a lead or senior capacity.
• Proven experience supporting SaaS applications, web-based software, or complex IT systems.
• Strong understanding of networking concepts, databases, and common software troubleshooting methodologies.
• Excellent analytical and problem-solving skills, with the ability to quickly diagnose and resolve technical issues.
• Exceptional communication, interpersonal, and customer service skills.
• Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and CRM software.
• Ability to work effectively in a hybrid environment, collaborating with colleagues both remotely and in our Glasgow office.
• Strong organizational skills and the ability to manage multiple priorities.
• Experience mentoring or leading a technical team is highly desirable.

• Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Monitor team performance, set individual goals, and conduct regular performance reviews.
• Handle escalated customer inquiries and complaints, resolving complex issues efficiently and effectively.
• Develop and implement strategies to improve customer satisfaction and retention.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Identify trends in customer issues and provide feedback to product and development teams for service enhancements.
• Create and update support documentation, FAQs, and knowledge base articles.
• Oversee the efficient operation of the support ticketing system.
• Recruit, onboard, and develop new members of the support team.
• Champion customer-centricity throughout the organisation.
• Stay up-to-date with product updates and industry best practices in customer service.

• Leading, coaching, and developing a team of customer support representatives.
• Handling escalated customer inquiries and complaints with professionalism and efficiency.
• Developing and refining customer support processes and documentation to improve service quality and team performance.
• Monitoring customer satisfaction metrics and implementing strategies to enhance the overall customer experience.
• Training new team members on products, services, and support procedures.
• Collaborating with other departments, such as product development and sales, to address customer feedback and improve offerings.
• Maintaining a deep understanding of our products and services to provide accurate and comprehensive support.
• Identifying trends in customer issues and providing feedback to relevant teams for product or service improvements.
• Ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Contributing to the continuous improvement of the customer support function through innovation and best practices.