816 Customer Service Representatives jobs in Middlesbrough
Customer Support Lead
SR1 2AJ Sunderland, North East
£30000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Customer Support Lead to manage and motivate their dedicated support team in Sunderland, Tyne and Wear, UK . This is a crucial role focused on ensuring exceptional customer service delivery, resolving complex customer issues, and driving continuous improvement within the support function.
As the Customer Support Lead, you will be responsible for supervising day-to-day operations, handling escalated customer complaints, and ensuring that service level agreements (SLAs) are consistently met or exceeded. You will coach, train, and mentor customer service representatives, fostering a positive and high-performing team environment. Your duties will include performance management, conducting regular one-on-one meetings, and identifying training needs. You will also play a key role in developing and refining customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. Analyzing customer feedback and support metrics will be essential to identify trends and areas for improvement. Collaboration with other departments, such as sales and technical support, will be necessary to ensure a seamless customer experience. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You should be adept at managing challenging situations and motivating a team to deliver outstanding results. This role offers the opportunity to make a significant impact on customer loyalty and brand reputation. We are looking for a proactive individual who is passionate about customer advocacy and committed to upholding the highest standards of service.
Responsibilities:
Qualifications:
As the Customer Support Lead, you will be responsible for supervising day-to-day operations, handling escalated customer complaints, and ensuring that service level agreements (SLAs) are consistently met or exceeded. You will coach, train, and mentor customer service representatives, fostering a positive and high-performing team environment. Your duties will include performance management, conducting regular one-on-one meetings, and identifying training needs. You will also play a key role in developing and refining customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. Analyzing customer feedback and support metrics will be essential to identify trends and areas for improvement. Collaboration with other departments, such as sales and technical support, will be necessary to ensure a seamless customer experience. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You should be adept at managing challenging situations and motivating a team to deliver outstanding results. This role offers the opportunity to make a significant impact on customer loyalty and brand reputation. We are looking for a proactive individual who is passionate about customer advocacy and committed to upholding the highest standards of service.
Responsibilities:
- Lead, manage, and mentor a team of customer service representatives.
- Oversee daily operations of the customer support department.
- Handle and resolve escalated customer issues and complaints effectively.
- Develop and implement customer service policies and procedures.
- Monitor and analyze customer support metrics and KPIs.
- Identify training needs and provide coaching to team members.
- Collaborate with other departments to ensure a cohesive customer experience.
- Drive continuous improvement initiatives within the support function.
- Maintain high levels of customer satisfaction and retention.
Qualifications:
- Proven experience in a customer service leadership role (2+ years).
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving and decision-making abilities.
- Proficiency in CRM software and customer support tools.
- Strong communication and interpersonal skills.
- Ability to work effectively under pressure and manage multiple priorities.
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0
Customer Support Specialist
SR1 1AA Sunderland, North East
£25000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their team in Sunderland, Tyne and Wear, UK . This hybrid role offers a blend of remote flexibility and in-office collaboration, providing the best of both worlds. You will be the first point of contact for customers, providing exceptional service and resolving inquiries efficiently and professionally.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and courteous manner.
- Diagnose and resolve customer issues, providing accurate information and effective solutions.
- Escalate complex problems to appropriate departments or senior team members when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
- Proactively identify customer needs and work towards building positive relationships.
- Educate customers on product features, services, and policies.
- Contribute to team efforts by accomplishing related results as needed.
- Adhere to company service standards and policies.
- Participate in training sessions to stay up-to-date with product knowledge and customer service best practices.
- Gather customer feedback and provide insights to improve products and services.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and data entry.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- A patient and positive demeanor, with a genuine desire to help customers.
- High school diploma or equivalent; college degree preferred.
- Proficiency in Microsoft Office Suite.
- Ability to work effectively both independently and as part of a hybrid team.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Lead
SR5 2GG Sunderland, North East
£30000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is a rapidly growing e-commerce company dedicated to providing exceptional customer experiences. We are seeking an experienced and motivated Customer Support Lead to manage and inspire our dedicated support team. This role is critical in ensuring customer satisfaction and maintaining the high standards of service our brand is known for. The position is based at our modern office in Sunderland, Tyne and Wear, UK .
Key Responsibilities:
The ideal candidate will have a minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or leadership capacity. Proven experience in managing a customer support team within a fast-paced environment, preferably in e-commerce or a related industry, is essential. Excellent communication, interpersonal, and problem-solving skills are paramount. A strong understanding of customer service principles and techniques is required. Proficiency in CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is a must. The ability to motivate and develop a team, combined with strong organisational and time management skills, is crucial for success in this role. A proactive approach to problem-solving and a passion for delivering outstanding customer service are highly valued.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performance culture.
- Oversee daily customer service operations, ensuring all inquiries are handled promptly, efficiently, and with empathy across multiple channels (phone, email, chat).
- Develop and implement customer support policies, procedures, and best practices to enhance customer satisfaction and retention.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, taking proactive steps to improve performance.
- Handle escalated customer issues and complex inquiries, resolving them effectively and professionally.
- Collaborate with other departments (e.g., Sales, Operations, Product) to address customer feedback and improve overall service delivery.
- Manage workforce scheduling and ensure adequate coverage during peak periods.
- Identify training needs and deliver ongoing training to the support team to enhance their product knowledge and service skills.
- Maintain and update the knowledge base with FAQs, troubleshooting guides, and product information.
- Contribute to product development by relaying customer feedback and identifying recurring issues.
The ideal candidate will have a minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or leadership capacity. Proven experience in managing a customer support team within a fast-paced environment, preferably in e-commerce or a related industry, is essential. Excellent communication, interpersonal, and problem-solving skills are paramount. A strong understanding of customer service principles and techniques is required. Proficiency in CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is a must. The ability to motivate and develop a team, combined with strong organisational and time management skills, is crucial for success in this role. A proactive approach to problem-solving and a passion for delivering outstanding customer service are highly valued.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£30000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is looking for a highly motivated and experienced Senior Customer Support Specialist to join their thriving team in Sunderland, Tyne and Wear, UK . This role is integral to ensuring our clients receive exceptional service and timely resolution of their inquiries. As a Senior Specialist, you will handle complex customer issues, provide guidance to junior team members, and contribute to the continuous improvement of our customer service processes. The ideal candidate is an excellent communicator, a patient problem-solver, and possesses a deep understanding of customer service best practices. You will be the first point of contact for customers facing technical challenges or requiring assistance with our products and services.
Responsibilities:
Responsibilities:
- Provide high-level technical support and customer service via phone, email, and chat.
- Investigate and resolve complex customer complaints and technical issues, escalating when necessary.
- Troubleshoot software and hardware problems, guiding customers through step-by-step solutions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain a comprehensive knowledge base of common issues and solutions.
- Train and mentor new and junior customer support representatives.
- Identify trends in customer inquiries and provide feedback to product development and management teams.
- Contribute to the creation and updating of support documentation, FAQs, and tutorials.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Proactively identify opportunities to improve the customer experience.
- Proven experience in a customer service or technical support role, with at least 3 years in a senior or lead capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to explain technical concepts clearly to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Experience in troubleshooting common software and hardware issues.
- Ability to work effectively both independently and as part of a team.
- Experience in a hybrid work environment.
- Familiarity with (Specific industry product/service - e.g., SaaS platforms, networking equipment) is a plus.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Specialist
SR1 2BE Sunderland, North East
£28000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and experienced Senior Customer Support Specialist to join their dedicated support team. This position is based in our client's customer service hub located in **Sunderland, Tyne and Wear, UK**. The Senior Customer Support Specialist will be responsible for providing advanced technical assistance to customers, resolving complex issues, and ensuring exceptional customer satisfaction. You will act as a point of escalation for junior support staff, offering guidance and mentorship. Key responsibilities include troubleshooting software-related problems, guiding users through product functionalities, documenting solutions, and contributing to the knowledge base. You will liaise with the development and product teams to report bugs and suggest product improvements based on customer feedback. The ideal candidate will possess extensive experience in technical customer support, with a deep understanding of software applications and troubleshooting methodologies. Excellent communication skills, both written and verbal, are essential, along with strong problem-solving abilities and a patient, customer-centric approach. Familiarity with CRM systems and ticketing platforms (e.g., Zendesk, Salesforce Service Cloud) is required. A proven ability to manage challenging customer interactions and de-escalate situations effectively is crucial. This role offers a significant opportunity to contribute to customer success within a reputable technology company, taking on a leadership role within the support function and impacting the client experience directly.
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4
Senior Customer Support Engineer
SR1 2ST Sunderland, North East
£40000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and customer-focused Senior Customer Support Engineer to join their dedicated support team. This is a fully remote position, allowing you to provide world-class technical assistance to their global user base from anywhere within the UK. You will be responsible for resolving complex technical issues, providing expert guidance, and contributing to the continuous improvement of their product and support services.
Key Responsibilities:
Key Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, addressing complex inquiries and troubleshooting intricate issues related to the company's software products.
- Diagnose, troubleshoot, and resolve software defects and performance problems, escalating to development teams when necessary.
- Create and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Proactively identify recurring customer issues and collaborate with product and engineering teams to implement long-term solutions.
- Assist in onboarding new customers and providing training on product features and best practices.
- Manage customer escalations effectively, ensuring timely and satisfactory resolution.
- Contribute to the development of support tools and processes to enhance efficiency and customer satisfaction.
- Provide feedback to product management and engineering teams on customer needs and product enhancements.
- Mentor and provide guidance to junior support engineers, sharing best practices and technical knowledge.
- Participate in on-call rotation to provide 24/7 support coverage as required.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in a technical customer support or customer success role, preferably within a SaaS environment.
- Proven ability to diagnose and resolve complex technical issues with software applications.
- Strong understanding of operating systems (Windows, macOS, Linux) and networking concepts.
- Experience with SQL, scripting languages (e.g., Python, Bash), or API integrations is a significant advantage.
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- A customer-centric approach with a passion for delivering outstanding service.
- Ability to manage multiple priorities and work effectively under pressure in a remote setting.
- Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
SR1 2AA Sunderland, North East
£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 Sunderland, Tyne and Wear, UK . This role is integral to ensuring exceptional customer satisfaction and providing first-class technical assistance. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and escalating problems to relevant departments when necessary. The ideal candidate will possess a strong understanding of customer service best practices and a passion for problem-solving. You will also play a key role in training and mentoring junior support staff, contributing to the development of our support processes and knowledge base. This position requires a proactive approach, excellent communication skills, and the ability to remain calm and effective under pressure. You will be expected to maintain detailed records of customer interactions and resolutions. Responsibilities include:
- Responding to customer queries via phone, email, and live chat in a timely and professional manner.
- Diagnosing and resolving technical hardware and software issues.
- Guiding customers through step-by-step solutions.
- Providing customers with product and service information.
- Identifying and escalating priority issues.
- Documenting all issues and resolutions in the CRM system.
- Assisting in the training and onboarding of new customer service representatives.
- Contributing to the development and maintenance of customer support documentation and FAQs.
- Monitoring customer feedback and reporting trends to management.
- Collaborating with other departments to ensure seamless customer experience.
- Proven experience as a Customer Support Specialist or in a similar client-facing role.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and technical aptitude.
- Experience with CRM software and helpdesk systems.
- Ability to multitask and manage time effectively.
- A positive attitude and a customer-centric approach.
- Experience in mentoring or team leadership is a plus.
- Familiarity with (specific software/industry relevant to the fictional company) is desirable.
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6
Senior Customer Support Specialist
SR1 2AA Sunderland, North East
£28000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Specialist to join their dynamic team in Sunderland, Tyne and Wear, UK . This pivotal role involves providing exceptional support to customers, resolving complex issues, and contributing to the continuous improvement of customer service processes. The ideal candidate will possess a strong understanding of customer service principles and a proven ability to handle challenging situations with professionalism and tact. You will be responsible for managing a queue of customer inquiries via multiple channels, including phone, email, and live chat. This includes diagnosing technical issues, guiding users through troubleshooting steps, and escalating problems to appropriate departments when necessary. Furthermore, you will play a key role in training and mentoring junior support staff, developing support documentation, and identifying trends in customer feedback to drive product and service enhancements.
Key Responsibilities:
Key Responsibilities:
- Provide high-level technical and non-technical support to customers.
- Investigate and resolve complex customer issues efficiently and effectively.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with other departments to ensure a seamless customer experience.
- Develop and maintain customer support knowledge base articles and FAQs.
- Assist in the training and onboarding of new customer support representatives.
- Identify opportunities for service improvement and proactively suggest solutions.
- Monitor customer feedback and contribute to service quality reports.
- Act as a point of escalation for challenging customer cases.
- Uphold company standards for customer satisfaction and service excellence.
- Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work effectively under pressure and manage multiple priorities.
- Strong technical aptitude and ability to understand complex products/services.
- Experience in mentoring or training junior team members is highly desirable.
- A proactive approach to identifying and resolving issues.
- Familiarity with ITIL principles is a plus.
- Minimum of a High School Diploma or equivalent; further education or certifications in a relevant field are advantageous.
This advertiser has chosen not to accept applicants from your region.
7
Customer Support Specialist - Technical
SR6 0LX Sunderland, North East
£28000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and customer-focused Technical Support Specialist to join their dedicated team in Sunderland, Tyne and Wear, UK . This role involves providing exceptional first and second-line technical support to a diverse range of clients, resolving issues efficiently and ensuring high levels of customer satisfaction. You will be a crucial point of contact for users experiencing technical difficulties, acting as a troubleshooter and problem-solver.
Responsibilities include diagnosing and resolving software-related issues via phone, email, and ticketing systems, documenting support interactions, and escalating complex problems to senior support engineers or development teams when necessary. You will also be involved in creating and maintaining support documentation, knowledge base articles, and FAQs to empower users and reduce recurring issues. Proactively identifying trends in customer issues and providing feedback to product development teams to drive improvements is a key aspect of this role. The ability to clearly communicate technical information to non-technical users is paramount.
The ideal candidate will have previous experience in a technical support or helpdesk role, with a strong understanding of software applications and troubleshooting methodologies. Excellent communication, active listening, and interpersonal skills are essential. A patient and empathetic approach to customer service is required, coupled with a strong desire to help others. Familiarity with CRM systems and ticketing software is advantageous. This role, based in Sunderland, Tyne and Wear, UK , offers a fantastic opportunity to grow within a dynamic technology company, working with a supportive team and contributing to the success of their cutting-edge products. A hybrid work arrangement may be considered after an initial onboarding period.
Responsibilities include diagnosing and resolving software-related issues via phone, email, and ticketing systems, documenting support interactions, and escalating complex problems to senior support engineers or development teams when necessary. You will also be involved in creating and maintaining support documentation, knowledge base articles, and FAQs to empower users and reduce recurring issues. Proactively identifying trends in customer issues and providing feedback to product development teams to drive improvements is a key aspect of this role. The ability to clearly communicate technical information to non-technical users is paramount.
The ideal candidate will have previous experience in a technical support or helpdesk role, with a strong understanding of software applications and troubleshooting methodologies. Excellent communication, active listening, and interpersonal skills are essential. A patient and empathetic approach to customer service is required, coupled with a strong desire to help others. Familiarity with CRM systems and ticketing software is advantageous. This role, based in Sunderland, Tyne and Wear, UK , offers a fantastic opportunity to grow within a dynamic technology company, working with a supportive team and contributing to the success of their cutting-edge products. A hybrid work arrangement may be considered after an initial onboarding period.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
SR5 2BG Sunderland, North East
£25000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
We are seeking an experienced and dedicated Senior Customer Support Specialist to join our thriving team in Sunderland, Tyne and Wear, UK . This role is crucial in ensuring our customers receive exceptional service and prompt resolution to their inquiries. You will be a key point of contact, handling complex issues and providing guidance to other members of the support team. The hybrid working model allows for a balance between in-office collaboration and the flexibility of working from home.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Serve as a primary point of contact for escalated customer issues, providing expert-level support and solutions.
- Investigate, diagnose, and resolve complex technical and service-related problems across various platforms.
- Develop and maintain comprehensive troubleshooting guides and internal knowledge base articles.
- Train and mentor junior customer support representatives, sharing best practices and product knowledge.
- Monitor customer feedback and service metrics, identifying trends and areas for improvement.
- Collaborate with other departments, such as product development and sales, to relay customer insights and resolve recurring issues.
- Handle customer complaints with empathy and professionalism, striving for first-contact resolution whenever possible.
- Ensure adherence to service level agreements (SLAs) and company support policies.
- Contribute to the continuous improvement of support processes and customer experience initiatives.
- Manage customer communication via multiple channels, including phone, email, and live chat.
Required Qualifications:
- Proven experience (3+ years) in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
- Excellent problem-solving and analytical skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in using CRM software and ticketing systems.
- Exceptional communication and interpersonal skills, both written and verbal.
- Ability to remain calm and professional under pressure.
- Experience in training or mentoring junior staff is a strong asset.
- Familiarity with (Specific industry/product, e.g., SaaS products, hardware diagnostics) is preferred.
- Demonstrated ability to work effectively both independently and as part of a hybrid team.
- A commitment to providing outstanding customer service.
This advertiser has chosen not to accept applicants from your region.
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