95 Customer Service Representatives jobs in Macclesfield
Call Center Manager
Manchester, North West
HONOR
Posted today
Job Viewed
Job Description
Job Description
About HONOR
HONOR is a leading global provider of smart devices. It is dedicated to becoming a global iconic technology brand and creating a new intelligent world for everyone through its powerful products and services. With an unwavering focus on R&D, it is committed to developing technology that empowers people around the globe to go beyond, giving them the freedom to achieve and do more. Offering a range of high-quality smartphones, tablets, laptops, and wearables to suit every budget, HONOR’s portfolio of innovative, premium, and reliable products enables people to become the better version of themselves. For more information, please visit HONOR online at HONOR United Kingdom (honor.com/uk/)
Job Title: Call Centre Manager
Job Location: Manchester / Liverpool (North-West)
Frequent business trips to various customer locations (including some international travel)
Contract Type: 1 year Fixed-term Contract(Renewal)
About the Role
In this exciting role, you will play a pivotal role in shaping the success of our brand's call center partners. You will be responsible for developing and delivering engaging training programs that equip new hires and existing representatives with the knowledge, skills, and behaviors to provide exceptional customer service that reflects our brand values but ultimately to drive sell out of our focus models.
This role will require extensive travel to various locations across the UK and internationally as some of our UK customers call centers are based abroad.
Our Head office is based in London where you will also be required to attend for important meetings and business updates.
Responsibilities
- Design, develop, and deliver comprehensive training programs on brand-specific products, services, policies, and procedures.
- Own the call center targets by retailer as your own KPI’s
- Build and design incentives with our internal departments to then own and drive with the retailers call center’s
- Facilitate interactive training sessions, incorporating a variety of methods such as classroom instruction, role-playing exercises, and e-learning modules.
- Coach and mentor new hires during their onboarding process, ensuring they are comfortable and confident in their ability to handle customer inquiries.
- Provide ongoing support and development opportunities for existing call center representatives, helping them improve their performance and stay up-to-date on the latest brand information with offers.
- Identify skill gaps within the team and develop targeted training initiatives to address them.
- Collaborate with call center management across multiple retailers in the UK and internationally who support the UK market, and leadership to ensure training programs align with overall business objectives and customer service goals.
- Stay current on brand developments, industry best practices, and customer service trends to continuously improve training content.
- Evaluate the effectiveness of training programs and make adjustments as needed.
- Review sales numbers by department to then target your focus by team (retentions/sales/webchat/inbound and outbound)
Qualifications
- Minimum 5 years of experience in call center training or a related field.
- Proven ability to develop and deliver engaging, interactive training programs.
- Strong understanding of adult learning principles and instructional design methodologies.
- Excellent communication, presentation, and interpersonal skills.
- Passion for our brand and a commitment to providing exceptional customer service.
- Experience working in a fast-paced, customer-service oriented environment (a plus).
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Benefits
We offer a competitive compensation and benefits package, including:
- Friendly atmosphere and teamwork spirit
- Interesting and challenging international work environment
- Flexible, open-minded management and a dedicated team
- Opportunity for self-realization in a company with great potential
Why You'll Love Working Here
- Opportunity to make a real impact on the success of our brand's customer service experience.
- Dynamic and fast-paced work environment.
- Opportunity to develop your training and development skills.
- Be part of a team that is passionate about delivering exceptional customer service.
Ready to Join Our Team?
If you are a passionate and experienced trainer who is excited to make a difference, we encourage you to apply!
Please, send resume in ENGLISH version, thank you.
Start a new journey with HONOR to go beyond!
At Honor, we celebrate diversity & Inclusion and are committed to build teams that represent a variety of backgrounds, perspectives, and skills. Please send your CV and cover letter to
Please, send us your resume in English.
Start a new journey with HONOR to go beyond!
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0
Customer Support Specialist
M1 1AE Manchester, North West
£24000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client, a dynamic and growing e-commerce company located in **Manchester, Greater Manchester, UK**, is seeking a motivated and customer-focused Customer Support Specialist to join their vibrant team. This role is essential for providing outstanding support to our valued customers, ensuring their experience with our products and services is positive and seamless. The successful candidate will be responsible for responding to customer inquiries via phone, email, and live chat, resolving issues efficiently and professionally, and providing product information and technical assistance. You will play a key role in troubleshooting customer problems, processing orders and returns, and escalating complex issues to the appropriate departments when necessary. The ideal candidate will possess excellent communication and interpersonal skills, a patient and empathetic approach, and a strong ability to problem-solve. Familiarity with customer relationship management (CRM) software and support ticketing systems is an advantage. A passion for delivering exceptional customer service and a commitment to exceeding customer expectations are paramount. This is a fantastic opportunity for an enthusiastic individual to contribute to a reputable brand in **Manchester, Greater Manchester, UK**, and develop their career in customer support.
Key Responsibilities:
Key Responsibilities:
- 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.
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1
Customer Support Specialist
M1 1AE Manchester, North West
£25000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and empathetic Customer Support Specialist to join their bustling team in Manchester, Greater Manchester, UK . This role offers a hybrid working model, providing a blend of in-office collaboration and remote flexibility. You will be the primary point of contact for customers, providing exceptional support and ensuring a positive experience with our client's products and services. Your role will involve troubleshooting customer issues, answering inquiries, and guiding users through various features and functionalities. This is a fantastic opportunity to grow your career in customer service within a supportive and forward-thinking environment.
Key Responsibilities:
Key Responsibilities:
- 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.
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2
Customer Support Specialist
M1 1JQ Manchester, North West
£22000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Join our vibrant team as a Customer Support Specialist, providing essential assistance and exceptional service to our valued clientele. This is a fully remote position, offering you the flexibility to work from home while being an integral part of our customer success initiatives. You will be the first point of contact for customer inquiries, resolving issues efficiently and professionally through various communication channels, including phone, email, and live chat. Your role is vital in building strong customer relationships and ensuring a positive experience with our products and services.
Responsibilities:
Qualifications:
Responsibilities:
- 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.
Qualifications:
- 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.
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3
Customer Support Specialist
M1 1AA Manchester, North West
£25000 Annually
WhatJobs
Posted 17 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their growing team in Manchester . This hybrid role requires you to spend a portion of your week in the office for collaborative sessions and team meetings, with the remainder worked remotely. You will be the primary point of contact for customers, providing assistance and resolving inquiries across various channels, including email, phone, and live chat. Your responsibilities will include troubleshooting technical issues, guiding users through product features, processing orders, managing returns, and escalating complex problems to higher support tiers when necessary. The ideal candidate will possess excellent communication and interpersonal skills, with a patient and empathetic approach to customer service. You should have a strong ability to explain technical concepts clearly and concisely to non-technical users. Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems is essential. You must be a problem-solver, adept at identifying the root cause of issues and implementing effective solutions. This role demands strong organisational skills, attention to detail, and the ability to manage multiple customer interactions efficiently. While working remotely, you will need a reliable internet connection and a dedicated workspace to maintain productivity. The hybrid nature of this role ensures you remain connected to the team while enjoying some work-from-home flexibility.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Provide technical support and troubleshooting assistance for products and services.
- Guide customers through product features, functionalities, and troubleshooting steps.
- Process customer orders, returns, and exchanges accurately.
- Escalate complex issues to relevant departments or senior support staff.
- Document all customer interactions and resolutions in the CRM system.
- Identify and report trends in customer issues to aid product improvement.
- Contribute to building a positive and helpful customer experience.
- Maintain up-to-date knowledge of products, services, and support procedures.
- Collaborate with team members and other departments to resolve customer issues.
- Proven experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to explain technical information clearly and concisely.
- Patience, empathy, and a customer-centric attitude.
- Experience in a hybrid work environment is beneficial.
- Ability to manage time effectively and prioritize tasks.
- High school diploma or equivalent; further education or certifications are a plus.
- Familiarity with relevant industry products/services is an advantage.
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4
Senior Customer Support Specialist
M14 5 Manchester, North West
£28000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in ensuring our customers receive exceptional service and timely resolutions to their inquiries. You will be a key point of contact, providing expert support across various channels including phone, email, and live chat. The ideal candidate will possess a deep understanding of customer service principles and a passion for problem-solving. As a senior member of the team, you will also be responsible for mentoring junior support staff, handling complex escalations, and contributing to the improvement of support processes and documentation. This is an exciting opportunity to make a significant impact in a growing organisation. You will be expected to maintain high standards of customer satisfaction, build strong customer relationships, and identify opportunities for service enhancement. Your responsibilities will include logging and tracking customer interactions, diagnosing technical issues, and escalating them to appropriate departments when necessary. Furthermore, you will participate in regular team meetings, provide feedback on product usability, and contribute to knowledge base articles. The role involves a proactive approach to customer engagement, aiming to anticipate needs and offer proactive solutions. Attention to detail, excellent communication skills, and the ability to work effectively under pressure are paramount. This position is based in Manchester, Greater Manchester, UK , with a hybrid working model, offering a blend of office-based collaboration and remote flexibility. We are looking for individuals who are empathetic, patient, and committed to delivering outstanding support. A background in IT support or a related field would be advantageous, along with experience in using CRM software and ticketing systems. The successful candidate will be instrumental in maintaining our reputation for excellent customer care.
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5
Customer Support Team Lead
M4 4LB Manchester, North West
WhatJobs
Posted 1 day ago
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Job Description
Are you an experienced customer service professional with a passion for leading teams and driving exceptional customer satisfaction? Our client, a leading provider of digital services, is seeking a motivated and dynamic Customer Support Team Lead to manage and inspire their support team in Manchester, Greater Manchester, UK . This role offers a hybrid working model, combining essential in-office collaboration with the flexibility of remote work, allowing you to contribute effectively while maintaining a healthy work-life balance.
As a Team Lead, you will be responsible for overseeing the day-to-day operations of the customer support department, ensuring that customer inquiries are handled efficiently, professionally, and in accordance with company standards. You will motivate, coach, and develop a team of customer service representatives, fostering a positive and high-performance work environment. Your primary goal will be to enhance the overall customer experience by identifying areas for improvement, implementing best practices, and ensuring service level agreements (SLAs) are consistently met.
Key responsibilities include leading, coaching, and mentoring a team of customer support agents; setting performance goals and conducting regular performance reviews; handling escalated customer issues and complex inquiries; monitoring team performance metrics and providing regular reports to management; identifying training needs and coordinating relevant training sessions; contributing to the development and refinement of customer support processes and policies; ensuring adherence to quality assurance standards; and collaborating with other departments to resolve customer issues efficiently. The ideal candidate will have a proven track record in customer service management or a supervisory role, with a strong understanding of customer support principles and best practices. Excellent leadership, communication, interpersonal, and problem-solving skills are essential. You should be adept at motivating a team, resolving conflicts, and driving continuous improvement. Familiarity with CRM systems and customer support software is required. A passion for customer advocacy and a commitment to delivering outstanding service are paramount. This is an exciting opportunity to make a significant impact on customer satisfaction and team development within a growing organization.
As a Team Lead, you will be responsible for overseeing the day-to-day operations of the customer support department, ensuring that customer inquiries are handled efficiently, professionally, and in accordance with company standards. You will motivate, coach, and develop a team of customer service representatives, fostering a positive and high-performance work environment. Your primary goal will be to enhance the overall customer experience by identifying areas for improvement, implementing best practices, and ensuring service level agreements (SLAs) are consistently met.
Key responsibilities include leading, coaching, and mentoring a team of customer support agents; setting performance goals and conducting regular performance reviews; handling escalated customer issues and complex inquiries; monitoring team performance metrics and providing regular reports to management; identifying training needs and coordinating relevant training sessions; contributing to the development and refinement of customer support processes and policies; ensuring adherence to quality assurance standards; and collaborating with other departments to resolve customer issues efficiently. The ideal candidate will have a proven track record in customer service management or a supervisory role, with a strong understanding of customer support principles and best practices. Excellent leadership, communication, interpersonal, and problem-solving skills are essential. You should be adept at motivating a team, resolving conflicts, and driving continuous improvement. Familiarity with CRM systems and customer support software is required. A passion for customer advocacy and a commitment to delivering outstanding service are paramount. This is an exciting opportunity to make a significant impact on customer satisfaction and team development within a growing organization.
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6
Remote Customer Support Specialist
M1 1AN Manchester, North West
£26000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is looking for dedicated and empathetic Customer Support Specialists to join their fully remote team. This is an exciting opportunity to provide exceptional customer service and technical assistance from the comfort of your own home. As a Remote Customer Support Specialist, you will be the primary point of contact for customers, resolving inquiries via phone, email, and chat in a timely and efficient manner. You will handle a wide range of issues, from basic troubleshooting to complex problem-solving, ensuring a positive customer experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and live chat.
- Provide technical support and guidance on product features and functionalities.
- Troubleshoot and diagnose customer problems, escalating complex issues to appropriate departments.
- Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
- Educate customers on product usage and best practices.
- Identify trends in customer inquiries and provide feedback to the product and development teams.
- Adhere to company policies and procedures to ensure data privacy and security.
- Contribute to the creation and maintenance of a comprehensive knowledge base.
- Strive to achieve and exceed customer satisfaction goals.
- Collaborate with team members to share best practices and improve support processes.
- Participate in ongoing training sessions to stay updated on product knowledge and support techniques.
- Uphold the company's commitment to excellent customer service in all interactions.
Qualifications:
- Proven customer support or client service experience, preferably in a remote setting.
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively.
- A dedicated, quiet workspace with a reliable high-speed internet connection.
- Comfortable working independently with minimal supervision.
- Adaptability and willingness to learn new products and technologies.
- Experience with (Specific product/service industry, e.g., SaaS, e-commerce) is a plus.
- High school diploma or equivalent; further education or certifications are an advantage.
- Must be a team player, even when working remotely.
- Flexibility to work various shifts, including weekends, as required by the team’s schedule.
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7
Senior Customer Support Engineer
M1 4DU Manchester, North West
£40000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a highly experienced and technically proficient Senior Customer Support Engineer to join their dedicated, fully remote support team. This role is critical in providing advanced technical assistance and ensuring exceptional customer satisfaction for our client's diverse user base. You will be responsible for troubleshooting complex technical issues, developing support documentation, and contributing to the continuous improvement of our support processes and product offerings. This is an excellent opportunity for a seasoned support professional to leverage their expertise and work in a flexible, home-based environment.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via multiple channels, including email, chat, and phone, resolving complex software and hardware issues.
- Diagnose, troubleshoot, and resolve intricate technical problems efficiently and effectively.
- Collaborate closely with engineering and product development teams to identify bugs, provide feedback, and drive product enhancements.
- Create and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Onboard and train new customers on the effective use of our client's platform.
- Manage customer escalations, ensuring timely and satisfactory resolution.
- Identify trends in customer issues and proactively suggest solutions or product improvements.
- Contribute to the development of best practices and standards for the customer support team.
- Mentor and guide junior support engineers, sharing technical expertise and best practices.
- Participate in regular team meetings and provide insights based on customer interactions.
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8
Senior Customer Support Specialist
M1 1AA Manchester, North West
£28000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Manchester, Greater Manchester, UK . This role is pivotal in ensuring our customers receive exceptional support, resolving complex issues, and contributing to the continuous improvement of our support services. You will be responsible for handling escalated customer inquiries via phone, email, and live chat, providing clear and concise solutions. This will involve deep-diving into technical problems, collaborating with other departments such as product development and engineering to find resolutions, and documenting all interactions and solutions meticulously in our CRM system.
Key responsibilities include:
The ideal candidate will possess a proven track record in customer service, excellent communication and interpersonal skills, and a strong ability to troubleshoot and resolve technical issues. A proactive approach to problem-solving and a passion for delivering outstanding customer experiences are essential. You should be comfortable working in a fast-paced environment and have the ability to manage multiple priorities effectively. Experience with CRM software and helpdesk ticketing systems is required. Previous experience in a senior support role or team leadership is highly advantageous.
This position offers a competitive salary, excellent benefits, and opportunities for career advancement within a growing organization. We are looking for individuals who are passionate about customer success and eager to make a significant impact.
Key responsibilities include:
- Leading and mentoring junior support staff, providing guidance and training on best practices.
- Developing and maintaining comprehensive knowledge base articles and FAQs to empower customers and internal teams.
- Proactively identifying trends in customer issues and providing feedback to product and engineering teams for system enhancements.
- Managing customer relationships and ensuring high levels of satisfaction through effective communication and problem-solving.
- Participating in regular team meetings, performance reviews, and continuous professional development activities.
- Contributing to the development and implementation of new support processes and policies.
- Handling sensitive customer information with the utmost confidentiality and adhering to data protection regulations.
- Achieving and exceeding key performance indicators (KPIs) related to response times, resolution rates, and customer satisfaction.
The ideal candidate will possess a proven track record in customer service, excellent communication and interpersonal skills, and a strong ability to troubleshoot and resolve technical issues. A proactive approach to problem-solving and a passion for delivering outstanding customer experiences are essential. You should be comfortable working in a fast-paced environment and have the ability to manage multiple priorities effectively. Experience with CRM software and helpdesk ticketing systems is required. Previous experience in a senior support role or team leadership is highly advantageous.
This position offers a competitive salary, excellent benefits, and opportunities for career advancement within a growing organization. We are looking for individuals who are passionate about customer success and eager to make a significant impact.
This advertiser has chosen not to accept applicants from your region.
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