What Jobs are available for Customer Service Representatives in Middlesbrough?
Showing 96 Customer Service Representatives jobs in Middlesbrough
Team Leader - Customer Support
SR1 1AA Sunderland, North East
£28000 Annually
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Posted today
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Job Description
Our client, a fast-growing e-commerce platform, is seeking an experienced and motivated Team Leader to manage their customer service and helpdesk operations. This role will be based in our client's Sunderland, Tyne and Wear, UK office, operating on a hybrid model that blends in-office leadership with remote flexibility. The successful candidate will be responsible for leading a team of customer service representatives, ensuring the delivery of exceptional support and fostering a positive team environment.
As a Team Leader, you will oversee the day-to-day operations of the customer support function, managing agent performance, scheduling, and workload distribution. You will act as a point of escalation for complex customer inquiries and issues, providing guidance and support to your team members to resolve these effectively. Your primary focus will be on ensuring that customer satisfaction levels are consistently high and that service level agreements (SLAs) are met or exceeded.
Key responsibilities include coaching, training, and motivating the customer support team to achieve performance targets. You will conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development. This role involves analyzing customer support data, identifying trends, and recommending process improvements to enhance efficiency and customer experience. You will also be involved in developing and updating support documentation, knowledge base articles, and training materials.
The Team Leader will collaborate closely with other departments, such as sales, technical support, and operations, to ensure a cohesive customer experience across all touchpoints. You will champion customer-centricity within the team and across the organization, promoting a culture of empathy and problem-solving. Contributing to hiring and onboarding new team members will also be part of your remit.
This position requires strong leadership, communication, and interpersonal skills. The ideal candidate is a natural motivator with excellent organizational abilities and a keen eye for detail. You should be adept at managing multiple priorities in a fast-paced environment and possess a thorough understanding of customer service best practices and call center operations. A positive attitude and a passion for delivering outstanding customer service are essential.
The successful candidate will have a minimum of 3-5 years of experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or team leadership capacity. Previous experience in a hybrid or remote team management role is advantageous. Excellent communication skills, both written and verbal, are essential. Experience with CRM systems (e.g., Zendesk, Salesforce Service Cloud) and helpdesk software is required. A strong understanding of key customer service metrics (e.g., CSAT, NPS, FCR) is also necessary.
As a Team Leader, you will oversee the day-to-day operations of the customer support function, managing agent performance, scheduling, and workload distribution. You will act as a point of escalation for complex customer inquiries and issues, providing guidance and support to your team members to resolve these effectively. Your primary focus will be on ensuring that customer satisfaction levels are consistently high and that service level agreements (SLAs) are met or exceeded.
Key responsibilities include coaching, training, and motivating the customer support team to achieve performance targets. You will conduct regular performance reviews, provide constructive feedback, and identify opportunities for professional development. This role involves analyzing customer support data, identifying trends, and recommending process improvements to enhance efficiency and customer experience. You will also be involved in developing and updating support documentation, knowledge base articles, and training materials.
The Team Leader will collaborate closely with other departments, such as sales, technical support, and operations, to ensure a cohesive customer experience across all touchpoints. You will champion customer-centricity within the team and across the organization, promoting a culture of empathy and problem-solving. Contributing to hiring and onboarding new team members will also be part of your remit.
This position requires strong leadership, communication, and interpersonal skills. The ideal candidate is a natural motivator with excellent organizational abilities and a keen eye for detail. You should be adept at managing multiple priorities in a fast-paced environment and possess a thorough understanding of customer service best practices and call center operations. A positive attitude and a passion for delivering outstanding customer service are essential.
The successful candidate will have a minimum of 3-5 years of experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or team leadership capacity. Previous experience in a hybrid or remote team management role is advantageous. Excellent communication skills, both written and verbal, are essential. Experience with CRM systems (e.g., Zendesk, Salesforce Service Cloud) and helpdesk software is required. A strong understanding of key customer service metrics (e.g., CSAT, NPS, FCR) is also necessary.
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0
Senior Customer Support Specialist
SR1 2AE Sunderland, North East
£28000 annum (depe
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Posted today
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Job Description
Our client, a fast-growing technology company, is seeking a highly skilled and empathetic Senior Customer Support Specialist to join their fully remote support team. This is an excellent opportunity for an experienced individual who is passionate about delivering exceptional customer service and thrives in a dynamic, digital environment. You will be a primary point of contact for customers, providing expert assistance, troubleshooting technical issues, and ensuring a positive user experience.
The ideal candidate will have a deep understanding of customer support principles, strong technical aptitude, and excellent communication skills. You will handle complex customer inquiries, provide detailed solutions, and escalate issues as necessary. This role requires a proactive approach to problem-solving, the ability to manage multiple tasks efficiently, and a commitment to continuous improvement in customer satisfaction.
Key Responsibilities:
The ideal candidate will have a deep understanding of customer support principles, strong technical aptitude, and excellent communication skills. You will handle complex customer inquiries, provide detailed solutions, and escalate issues as necessary. This role requires a proactive approach to problem-solving, the ability to manage multiple tasks efficiently, and a commitment to continuous improvement in customer satisfaction.
Key Responsibilities:
- Provide advanced technical support and customer service to users via phone, email, and chat.
- Troubleshoot and resolve complex customer issues related to software applications and services.
- Guide customers through product features, functionalities, and troubleshooting steps.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Identify trends in customer inquiries and feedback, reporting them to the product and development teams for potential improvements.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Assist in training and mentoring junior support staff.
- Proactively identify opportunities to enhance the customer support process and user experience.
- Collaborate with other departments to ensure seamless customer issue resolution.
- Handle customer escalations with professionalism and efficiency.
- Proven experience as a Customer Support Specialist or in a similar technical support role.
- Strong troubleshooting skills and a good understanding of software applications.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to multitask, prioritize, and manage time effectively.
- A patient, empathetic, and customer-centric attitude.
- Experience in a remote work environment is preferred.
- Ability to work independently and as part of a collaborative virtual team.
- High school diploma or equivalent; further technical certifications are a plus.
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1
Senior Customer Support Manager
SR1 1AA Sunderland, North East
£40000 Annually
WhatJobs Direct
Posted 1 day ago
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Job Description
Our client, a fast-growing SaaS provider, is looking for an experienced and customer-centric Senior Customer Support Manager to lead their support operations. This position will be fully remote, offering the flexibility to manage a dedicated team of support specialists from anywhere. You will be responsible for ensuring exceptional customer service, driving efficiency within the support function, and contributing to overall customer satisfaction and retention. This role requires a strong understanding of support processes, team leadership, and a passion for problem-solving.
The ideal candidate will have a proven track record in managing customer support teams, preferably in a SaaS or technology environment. You will develop and implement support strategies, establish key performance indicators (KPIs), and ensure that service level agreements (SLAs) are consistently met. Your ability to motivate and develop a remote team, foster a positive support culture, and handle complex customer escalations will be critical to your success. You will also work closely with product and engineering teams to provide valuable customer feedback and drive product improvements.
Key responsibilities include:
The ideal candidate will have a proven track record in managing customer support teams, preferably in a SaaS or technology environment. You will develop and implement support strategies, establish key performance indicators (KPIs), and ensure that service level agreements (SLAs) are consistently met. Your ability to motivate and develop a remote team, foster a positive support culture, and handle complex customer escalations will be critical to your success. You will also work closely with product and engineering teams to provide valuable customer feedback and drive product improvements.
Key responsibilities include:
- Leading and managing a remote team of customer support specialists.
- Developing and implementing customer support policies and procedures.
- Setting and monitoring key performance indicators (KPIs) for the support team.
- Ensuring timely and effective resolution of customer inquiries and issues.
- Managing customer escalations and providing advanced troubleshooting assistance.
- Training and coaching support team members to enhance their skills and performance.
- Collaborating with product and engineering teams to relay customer feedback and identify trends.
- Maintaining customer support documentation and knowledge base articles.
- Analyzing support data to identify areas for improvement and implement solutions.
- Ensuring adherence to service level agreements (SLAs).
- Fostering a customer-centric culture within the support team.
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2
Customer Support Team Lead
SR1 1AA Sunderland, North East
£28000 Annually
WhatJobs Direct
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Team Lead to guide and motivate their support professionals. This role is pivotal in ensuring exceptional customer service delivery, managing team performance, and enhancing the overall customer experience. You will be responsible for coaching team members, resolving complex customer issues, and contributing to the continuous improvement of support processes and procedures.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and coach a team of customer support representatives, fostering a positive and productive work environment.
- Monitor team performance against key performance indicators (KPIs) and provide regular feedback.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Develop and implement training programs to enhance team skills and product knowledge.
- Identify trends in customer issues and collaborate with relevant departments to implement long-term solutions.
- Contribute to the development and refinement of support policies, procedures, and documentation.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Participate in the recruitment and onboarding of new support team members.
- Analyse customer feedback and provide insights to improve products and services.
- Manage team schedules and workload to ensure adequate coverage.
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3
Customer Support Specialist - Technical
SR1 2AB Sunderland, North East
£22000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
Our client is a leading provider of innovative software solutions, seeking a dedicated and technically adept Customer Support Specialist to join their onsite team. This role is based in our vibrant offices in **Sunderland, Tyne and Wear, UK**, and requires a commitment to working from the office to provide seamless support to our valued clientele. You will be the first point of contact for customers experiencing technical difficulties with our products, providing timely and effective resolutions. Your primary goal will be to ensure customer satisfaction by troubleshooting issues, guiding users through solutions, and escalating complex problems to appropriate technical teams when necessary. Responsibilities include managing customer inquiries via phone, email, and chat, documenting support interactions accurately in our CRM system, and maintaining a deep understanding of our product suite. You will also be involved in creating and updating support documentation, FAQs, and knowledge base articles to empower customers and internal teams. The ideal candidate will possess excellent communication skills, a patient and empathetic demeanor, and a strong aptitude for understanding and explaining technical concepts. Previous experience in a customer service or technical support role is essential. Familiarity with common operating systems, software applications, and ticketing systems would be advantageous. We are looking for an individual who is proactive, highly organized, and thrives in a busy, customer-facing environment. A passion for technology and a commitment to delivering exceptional service are key. This role offers a fantastic opportunity to grow within a supportive and forward-thinking company, contributing directly to customer success and product improvement through valuable feedback. You will be part of a team dedicated to excellence in customer care, working collaboratively to achieve shared goals and uphold the company's reputation for outstanding support.
Responsibilities:
Responsibilities:
- Provide first-line technical support to customers via phone, email, and chat.
- Troubleshoot and resolve software and hardware-related issues.
- Guide customers through product functionalities and problem-solving steps.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to senior support staff or development teams.
- Create and maintain knowledge base articles and customer FAQs.
- Identify recurring issues and provide feedback for product improvement.
- Maintain a high level of customer satisfaction.
- Manage support tickets efficiently and prioritize tasks effectively.
- Previous experience in customer support or a technical helpdesk role.
- Strong understanding of common software applications and operating systems.
- Excellent verbal and written communication skills.
- Patient, empathetic, and customer-focused attitude.
- Ability to explain technical concepts clearly to non-technical users.
- Proficiency with ticketing systems and CRM software.
- Strong organizational and time-management skills.
- Ability to work effectively as part of an onsite team.
- High school diploma or equivalent; further technical certifications are a plus.
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4
Senior Customer Support Specialist
SR1 2AA Sunderland, North East
£30000 Annually
WhatJobs Direct
Posted 2 days ago
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Job Description
We are seeking an experienced and empathetic Senior Customer Support Specialist to join our dynamic team. In this crucial role, you will be responsible for handling complex customer inquiries, providing expert troubleshooting, and ensuring a high level of customer satisfaction. You will act as a point of escalation for challenging issues, mentoring junior team members and contributing to the continuous improvement of our support processes.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Investigate and resolve technical issues, product-related questions, and service complaints with accuracy and efficiency.
- Escalate unresolved issues to appropriate departments, ensuring thorough documentation and follow-up.
- Develop and maintain a deep understanding of our products and services to provide accurate information and solutions.
- Train and mentor new customer support representatives, sharing best practices and product knowledge.
- Contribute to the creation and update of customer support knowledge base articles and FAQs.
- Analyze customer feedback and support trends to identify areas for improvement in products and services.
- Collaborate with cross-functional teams, including product development and sales, to resolve customer issues and enhance the overall customer experience.
- Adhere to all company policies and procedures, including data privacy and security protocols.
- Participate in team meetings and contribute to a positive and collaborative work environment.
Qualifications:
- Proven experience (minimum 3 years) in a customer support or helpdesk role, preferably in a senior capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities with a keen attention to detail.
- Proficiency in using CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to explain technical concepts clearly to non-technical users.
- Experience in training or mentoring junior staff is highly desirable.
- A proactive and customer-centric approach, with a passion for delivering exceptional service.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Familiarity with ITIL best practices is a plus.
- The successful candidate will be based in or willing to commute to Sunderland, Tyne and Wear, UK . This role offers a hybrid working model, requiring attendance in the office on specific days.
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5
Customer Support Team Lead
SR1 2HY Sunderland, North East
£28000 Annually
WhatJobs Direct
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and enthusiastic Customer Support Team Lead to join their thriving team in Sunderland, Tyne and Wear, UK . This hybrid role offers a blend of remote flexibility and in-office collaboration, providing an excellent work-life balance. The ideal candidate will possess a natural ability to lead, motivate, and guide a team of customer service professionals to deliver exceptional support. You will be responsible for overseeing daily operations, ensuring adherence to service level agreements, and fostering a positive and productive team environment. Your role will be pivotal in maintaining high levels of customer satisfaction and resolving complex customer issues.
Key Responsibilities:
The successful candidate will have previous experience in a customer service leadership or supervisory role, with a strong understanding of customer support best practices. Excellent communication, interpersonal, and problem-solving skills are essential. A proven ability to motivate and lead a team effectively is required. Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems is necessary. Candidates should be comfortable working in a hybrid model, splitting their time between remote work and office-based duties. A passion for customer advocacy and a commitment to delivering outstanding service are crucial.
This role requires candidates to be located in or able to commute to Sunderland, Tyne and Wear, UK for required in-office days. We value a collaborative approach and believe in empowering our teams to achieve their best.
Key Responsibilities:
- Lead, coach, and develop a team of customer support representatives, fostering a culture of excellence and continuous improvement.
- Monitor team performance, providing regular feedback, training, and support to ensure individual and team goals are met.
- Handle escalated customer complaints and complex inquiries, ensuring timely and satisfactory resolution.
- Develop and implement efficient customer service procedures and policies.
- Analyse customer feedback and support data to identify trends and recommend improvements in products, services, and support processes.
- Ensure that the team meets key performance indicators (KPIs), including response times, resolution rates, and customer satisfaction scores.
- Collaborate with other departments to address customer issues and improve overall customer experience.
- Manage team schedules and resource allocation to ensure adequate coverage.
- Conduct regular team meetings to communicate updates, share best practices, and address concerns.
- Maintain up-to-date knowledge of company products, services, and policies.
- Assist in the recruitment and onboarding of new customer support team members.
- Contribute to the development of training materials and knowledge base articles.
The successful candidate will have previous experience in a customer service leadership or supervisory role, with a strong understanding of customer support best practices. Excellent communication, interpersonal, and problem-solving skills are essential. A proven ability to motivate and lead a team effectively is required. Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems is necessary. Candidates should be comfortable working in a hybrid model, splitting their time between remote work and office-based duties. A passion for customer advocacy and a commitment to delivering outstanding service are crucial.
This role requires candidates to be located in or able to commute to Sunderland, Tyne and Wear, UK for required in-office days. We value a collaborative approach and believe in empowering our teams to achieve their best.
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6
Lead Customer Support Engineer
SR1 2HE Sunderland, North East
£35000 Annually
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Posted 3 days ago
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Job Description
Our client is seeking a highly motivated and experienced Lead Customer Support Engineer to join their growing team in Sunderland, Tyne and Wear, UK . This role is pivotal in ensuring our customers receive exceptional technical support and assistance. You will be responsible for leading a team of support engineers, managing complex customer issues, developing support strategies, and contributing to the improvement of our products and services based on customer feedback. The ideal candidate will possess excellent technical troubleshooting skills, strong leadership qualities, and a passion for delivering outstanding customer experiences.
Responsibilities:
Qualifications and Experience:
This is an excellent opportunity for a dedicated professional to make a significant impact on customer satisfaction and retention within a dynamic technology company based in Sunderland, Tyne and Wear, UK .
Responsibilities:
- Lead and mentor a team of customer support engineers, providing guidance, training, and performance management.
- Manage and resolve escalated customer technical issues, ensuring timely and effective resolutions.
- Develop and implement customer support processes and procedures to improve efficiency and customer satisfaction.
- Act as a point of escalation for complex technical problems, working closely with engineering and product teams.
- Create and maintain technical documentation, knowledge base articles, and FAQs for customer self-service.
- Analyze customer feedback and support trends to identify areas for product and service improvement.
- Conduct training sessions for customers on product usage and best practices.
- Monitor support ticket queues and ensure service level agreements (SLAs) are met.
- Contribute to the development and implementation of customer support tools and technologies.
- Represent the voice of the customer within the organisation.
- Handle customer complaints and ensure resolution that maintains customer loyalty.
- Collaborate with sales and account management teams to ensure customer success.
Qualifications and Experience:
- Proven experience in a customer support or technical support role, with at least 2-3 years in a lead or supervisory capacity.
- Strong technical aptitude and ability to troubleshoot complex software or hardware issues.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience in managing support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to lead and motivate a team.
- Experience in developing technical documentation and knowledge base content.
- A degree in Computer Science, Information Technology, Engineering, or a related field is preferred.
- Familiarity with (Specify relevant technology/product area, e.g., SaaS platforms, networking protocols, specific software).
- Ability to work effectively in a fast-paced, team-oriented environment.
- Commitment to delivering exceptional customer service.
This is an excellent opportunity for a dedicated professional to make a significant impact on customer satisfaction and retention within a dynamic technology company based in Sunderland, Tyne and Wear, UK .
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7
Senior Customer Support Specialist
SR1 2AB Sunderland, North East
£28000 Annually
WhatJobs Direct
Posted 4 days ago
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Job Description
Our client, a rapidly expanding e-commerce platform, is seeking a dedicated and experienced Senior Customer Support Specialist to join their dynamic team in Sunderland, Tyne and Wear, UK . This role is integral to maintaining our high standards of customer satisfaction and resolving complex client inquiries efficiently. As a Senior Support Specialist, you will be responsible for handling escalated customer issues, providing expert guidance, and mentoring junior support staff. Your day-to-day activities will involve managing a diverse range of customer interactions across multiple channels, including phone, email, and live chat. You will proactively identify trends in customer feedback and collaborate with other departments, such as product development and marketing, to implement improvements and enhance the overall customer experience. This position requires a deep understanding of our products and services, along with the ability to communicate technical information clearly and concisely to a non-technical audience. You will also be involved in developing and updating support documentation, FAQs, and training materials to ensure our knowledge base is comprehensive and up-to-date. The ideal candidate will possess exceptional problem-solving skills, a strong sense of empathy, and the ability to remain calm and professional under pressure. This is a fantastic opportunity to advance your career in customer service within a supportive and innovative environment. We are looking for individuals who are passionate about delivering outstanding service and contributing to the growth of our business. The role offers a blend of in-office collaboration and remote flexibility, allowing for a healthy work-life balance. Key responsibilities will include:
Qualifications:
- Managing and resolving complex customer inquiries and complaints.
- Providing technical support and troubleshooting assistance.
- Mentoring and training junior customer service representatives.
- Collaborating with cross-functional teams to identify and address root causes of customer issues.
- Developing and maintaining support documentation and knowledge base articles.
- Monitoring customer satisfaction metrics and implementing improvement strategies.
- Contributing to the continuous improvement of customer service processes and procedures.
- Handling administrative tasks related to customer support operations.
Qualifications:
- Proven experience in a customer service or technical support role, with at least 3 years in a senior or lead capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong analytical and problem-solving abilities.
- Proficiency in CRM software and customer support ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Experience in the e-commerce sector is highly desirable.
- A proactive approach to identifying and resolving issues.
- Familiarity with IT support principles and best practices.
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8
Senior Customer Support Specialist
SR1 2AA Sunderland, North East
£25000 Annually
WhatJobs Direct
Posted 5 days ago
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Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **Sunderland, Tyne and Wear, UK**. This is an exciting opportunity for an individual passionate about delivering exceptional customer service and technical assistance.
The successful candidate will be responsible for managing complex customer inquiries, troubleshooting technical issues, and providing timely and effective resolutions. You will act as a primary point of contact for high-profile clients, ensuring their satisfaction and fostering long-term relationships. This role involves a blend of on-site collaboration and remote work, offering flexibility to maintain a healthy work-life balance. Your responsibilities will include:
We are looking for individuals with at least 3 years of experience in a customer support or helpdesk role, preferably within the tech industry. A strong understanding of CRM systems and ticketing software is essential. Excellent communication, problem-solving, and interpersonal skills are a must. The ability to empathize with customers and remain calm under pressure is crucial. Familiarity with ITIL frameworks is a plus. This hybrid role requires availability to work from our **Sunderland** office for a portion of the week, with the remainder being remote. If you are a dedicated support professional looking to make a significant impact, we encourage you to apply.
The successful candidate will be responsible for managing complex customer inquiries, troubleshooting technical issues, and providing timely and effective resolutions. You will act as a primary point of contact for high-profile clients, ensuring their satisfaction and fostering long-term relationships. This role involves a blend of on-site collaboration and remote work, offering flexibility to maintain a healthy work-life balance. Your responsibilities will include:
- Responding to customer queries via phone, email, and live chat in a prompt and professional manner.
- Diagnosing and resolving technical issues with our software products, escalating to higher technical teams when necessary.
- Guiding customers through product features and functionalities, providing clear and concise instructions.
- Documenting all customer interactions and resolutions in the CRM system.
- Proactively identifying trends in customer issues and providing feedback to product development teams.
- Training and mentoring junior support staff.
- Contributing to the development of knowledge base articles and support documentation.
- Participating in regular team meetings and contributing to process improvements.
- Collaborating with sales and account management teams to ensure seamless customer onboarding and ongoing support.
- Maintaining up-to-date knowledge of our product suite and industry best practices.
We are looking for individuals with at least 3 years of experience in a customer support or helpdesk role, preferably within the tech industry. A strong understanding of CRM systems and ticketing software is essential. Excellent communication, problem-solving, and interpersonal skills are a must. The ability to empathize with customers and remain calm under pressure is crucial. Familiarity with ITIL frameworks is a plus. This hybrid role requires availability to work from our **Sunderland** office for a portion of the week, with the remainder being remote. If you are a dedicated support professional looking to make a significant impact, we encourage you to apply.
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