774 Customer Service Representatives jobs in Middlesbrough
Lead Customer Support Engineer
SR1 1UD Sunderland, North East
£40000 Annually
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Job Description
Our client is seeking an experienced and empathetic Lead Customer Support Engineer to manage their technical support operations in Sunderland, Tyne and Wear, UK . This pivotal role demands a blend of technical expertise, exceptional problem-solving skills, and strong leadership qualities. You will be responsible for leading a team of support professionals, ensuring the timely and effective resolution of customer issues, and continuously improving support processes. Your day-to-day activities will involve troubleshooting complex technical problems, providing in-depth product support, and escalating issues to higher-tier support or development teams when necessary. You will also be instrumental in developing and maintaining knowledge base articles, training materials, and standard operating procedures to empower both the support team and our customers. A significant part of this role will focus on analyzing support tickets to identify recurring issues and trends, proactively developing solutions, and collaborating with product management and engineering teams to address root causes. You will be expected to set performance metrics for the support team, monitor their progress, and provide regular feedback and coaching to foster professional growth. The successful candidate will have a proven ability to manage and motivate a team, resolve conflicts effectively, and maintain a positive and customer-centric attitude even under pressure. Experience with various customer support software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is essential. You should possess a strong understanding of IT systems, network infrastructure, and common software applications. This role requires excellent communication skills, both written and verbal, to interact with customers and internal stakeholders at all levels. The ability to explain technical concepts clearly and concisely to non-technical users is paramount. As a Lead, you will also be involved in defining customer support policies and procedures, ensuring compliance with service level agreements (SLAs), and driving initiatives to enhance customer satisfaction and loyalty. This is an exciting opportunity for a dedicated professional to make a significant impact on our client's customer experience and contribute to their continued success in a challenging and rewarding environment.
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0
Remote Customer Support Specialist
SR1 2AT Sunderland, North East
£25000 Annually
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Posted 1 day ago
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Our client is actively seeking dedicated and customer-focused Remote Customer Support Specialists to join their fully remote team. This is an exceptional opportunity to provide outstanding support and assistance to a diverse customer base from the comfort of your own home. We are committed to delivering exceptional service, and we need passionate individuals to be the front line of our customer interaction.
In this pivotal role, you will be responsible for handling customer inquiries, resolving issues, and providing information about our products and services across various channels, including email, phone, and chat. A deep commitment to customer satisfaction, coupled with excellent communication skills and a proactive approach to problem-solving, is essential. You will be empowered to make a real difference in our customers' experiences, ensuring they receive timely, accurate, and friendly assistance.
Responsibilities:
We are looking for individuals who thrive in a remote work environment and possess excellent organizational and time management skills. A strong internet connection and a dedicated, quiet workspace are necessary for success in this role. The ability to work independently, manage your workload effectively, and maintain a positive attitude even during challenging interactions is key.
Qualifications:
If you are passionate about helping people and eager to contribute to a supportive and successful remote team, we encourage you to apply for this exciting opportunity based out of Sunderland, Tyne and Wear, UK .
In this pivotal role, you will be responsible for handling customer inquiries, resolving issues, and providing information about our products and services across various channels, including email, phone, and chat. A deep commitment to customer satisfaction, coupled with excellent communication skills and a proactive approach to problem-solving, is essential. You will be empowered to make a real difference in our customers' experiences, ensuring they receive timely, accurate, and friendly assistance.
Responsibilities:
- Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues efficiently and effectively, escalating complex problems when necessary.
- Document all customer interactions and resolutions in the CRM system.
- Identify and report recurring customer issues to management for process improvement.
- Contribute to building strong customer relationships through positive and helpful interactions.
- Proactively identify customer needs and suggest relevant solutions or products.
- Maintain a high level of product knowledge to effectively assist customers.
- Adhere to company service level agreements (SLAs) and quality standards.
- Participate in team meetings and training sessions to enhance skills and knowledge.
We are looking for individuals who thrive in a remote work environment and possess excellent organizational and time management skills. A strong internet connection and a dedicated, quiet workspace are necessary for success in this role. The ability to work independently, manage your workload effectively, and maintain a positive attitude even during challenging interactions is key.
Qualifications:
- Proven customer support or call center experience.
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Proficiency with computer systems and the ability to learn new software quickly.
- Experience with CRM systems is a plus.
- Ability to multitask, prioritize, and manage time effectively.
- High school diploma or equivalent; further education or certification is an advantage.
- A dedicated home office setup with a reliable high-speed internet connection.
- A positive and empathetic attitude towards customers.
- Demonstrated ability to work autonomously and meet performance targets in a remote setting.
If you are passionate about helping people and eager to contribute to a supportive and successful remote team, we encourage you to apply for this exciting opportunity based out of Sunderland, Tyne and Wear, UK .
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Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£28000 Annually
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Posted 1 day ago
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Our client, a fast-paced e-commerce leader, is seeking a highly experienced and customer-centric Senior Customer Support Specialist to join their vibrant team in Sunderland . This role is integral to maintaining exceptional customer satisfaction by providing prompt, effective, and empathetic support across various communication channels, including phone, email, and live chat. The Senior Specialist will not only handle complex customer inquiries and issues but also play a key role in training and mentoring junior support staff, contributing to the continuous improvement of support processes and customer service quality.
Key Responsibilities:
Key Responsibilities:
- Respond to and resolve complex customer inquiries and issues efficiently and effectively, ensuring high levels of customer satisfaction.
- Provide in-depth technical and product support to customers, troubleshooting problems and offering practical solutions.
- Serve as a point of escalation for challenging customer cases, working collaboratively with other departments to find resolutions.
- Train, mentor, and coach new and existing customer support representatives on best practices, product knowledge, and company policies.
- Develop and maintain comprehensive knowledge base articles and FAQs to empower both customers and support staff.
- Monitor support channels for emerging trends and proactively identify areas for improvement in products or services.
- Analyze customer feedback and support metrics to provide insights to management for strategic decision-making.
- Contribute to the development and refinement of customer support policies and procedures.
- Handle customer complaints and de-escalate tense situations with professionalism and empathy.
- Champion the customer experience throughout the organization, advocating for customer needs.
- Minimum of 4 years of experience in a customer support role, with at least 2 years in a senior or lead capacity.
- Proven ability to handle complex technical issues and provide effective troubleshooting.
- Exceptional communication, active listening, and problem-solving skills.
- Strong command of written and verbal English.
- Experience with CRM software and customer support platforms (e.g., Zendesk, Intercom).
- Demonstrated ability to train and mentor team members.
- Patience, empathy, and a genuine passion for helping customers.
- Ability to remain calm and professional under pressure.
- Experience in the e-commerce sector is highly desirable.
- A proactive approach to identifying and resolving customer issues.
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2
Customer Support Lead (Remote)
SR1 1AA Sunderland, North East
£30000 Annually
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Posted 3 days ago
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Lead to spearhead their remote customer service operations. This fully remote position is perfect for an individual passionate about delivering exceptional customer experiences and leading a team to do the same. You will be the primary point of contact for complex customer inquiries, provide guidance and training to support agents, and contribute to the development of customer service best practices. The ideal candidate will possess outstanding communication skills, a patient and helpful demeanor, and proven experience in a customer-facing role, ideally with leadership responsibilities. This is a remote-first opportunity, offering the flexibility to work from anywhere within the UK.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Manage and resolve escalated customer issues with professionalism and efficiency.
- Provide comprehensive support to customers via phone, email, and chat.
- Lead, train, and mentor a team of remote customer support agents.
- Develop and implement customer service policies and procedures to enhance user satisfaction.
- Monitor customer support performance metrics and identify areas for improvement.
- Create and maintain an up-to-date knowledge base for customer support resources.
- Gather customer feedback and collaborate with relevant departments to improve products and services.
- Ensure a consistent and positive customer experience across all touchpoints.
- Handle administrative tasks related to customer support operations.
- Champion a customer-centric culture within the support team.
Qualifications:
- Proven experience in customer service, with at least 2 years in a lead or supervisory role.
- Exceptional verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency with customer support software and CRM systems.
- Ability to work independently and manage time effectively in a remote setting.
- Patience, empathy, and a genuine desire to help customers.
- Experience in training and mentoring team members.
- High school diploma or equivalent; further education or certifications in customer service are a plus.
- Comfortable working with technology and adapting to new software.
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3
Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£28000 Annually
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Posted 4 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This role is critical in providing exceptional support to a diverse customer base, resolving complex issues, and contributing to the continuous improvement of customer service processes. As a remote-first organization, we foster a collaborative and supportive virtual environment where every team member's contribution is valued.
Responsibilities:
Responsibilities:
- Act as a primary point of contact for customer inquiries via phone, email, and chat, demonstrating empathy and efficiency.
- Investigate, troubleshoot, and resolve intricate customer issues, escalating to higher technical teams when necessary.
- Provide detailed product information, guidance, and technical assistance to customers.
- Document all customer interactions and resolutions accurately in the CRM system.
- Develop and maintain a deep understanding of our client's products and services.
- Contribute to the creation and updating of support documentation, FAQs, and knowledge base articles.
- Train and mentor junior support agents, sharing best practices and product knowledge.
- Analyze customer feedback and identify trends to suggest service improvements.
- Participate in team meetings and contribute to strategic discussions on customer experience enhancement.
- Ensure adherence to service level agreements (SLAs) and company policies.
- Proven experience (minimum 3 years) in a customer service or helpdesk role, preferably in a remote setting.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and ticketing systems.
- Ability to work independently and manage time effectively in a remote work environment.
- A patient, customer-centric attitude and a passion for helping others.
- Experience in a technical support or SaaS environment is a plus.
- A stable internet connection and a dedicated home office setup.
- This is a fantastic opportunity for an individual looking to grow their career within a supportive, remote-first company based in Sunderland, Tyne and Wear, UK , but serving a global clientele.
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4
Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£28000 Annually
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Posted 4 days ago
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Job Description
Our client is seeking an experienced and highly motivated Senior Customer Support Specialist to join their dynamic team in Sunderland, Tyne and Wear, UK . This is an exciting opportunity for an individual with a passion for delivering exceptional customer service and resolving complex issues. The ideal candidate will possess a strong understanding of customer support principles and have a proven track record of success in a similar role. You will be responsible for handling escalated customer inquiries, providing in-depth technical assistance, and mentoring junior support staff. A key part of this role involves analyzing customer feedback to identify trends and areas for improvement, and collaborating with other departments to implement solutions. You will also be involved in developing and updating support documentation and knowledge base articles to ensure our customer service resources are comprehensive and up-to-date. Furthermore, you will play a crucial role in training new team members on company policies, procedures, and support tools. The ability to maintain a calm and professional demeanor under pressure is essential, as is a proactive approach to problem-solving. We are looking for someone who is adept at communicating complex information clearly and concisely to a diverse range of customers, both verbally and in writing. The successful applicant will be comfortable working in a fast-paced environment and be committed to achieving and exceeding customer satisfaction targets. This role requires a strong attention to detail, excellent organizational skills, and the ability to multitask effectively. If you are a dedicated professional looking to advance your career in customer service and contribute to a growing organisation, we encourage you to apply. You will be expected to assist with the continuous improvement of our support processes and contribute to a positive team environment. This hybrid role requires you to be present in the Sunderland, Tyne and Wear, UK office for a minimum of two days per week, with the remaining days offering the flexibility of remote work.
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5
Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£28000 Annually
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Posted 5 days ago
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Job Description
We are seeking a highly motivated and experienced Senior Customer Support Specialist to join a dynamic team based in **Sunderland, Tyne and Wear, UK**. This role offers a hybrid working model, providing a blend of in-office collaboration and remote flexibility. The successful candidate will be instrumental in delivering exceptional customer service, resolving complex technical issues, and contributing to the continuous improvement of our support processes.
Key Responsibilities:
Key Responsibilities:
- Provide first-line technical support to customers via phone, email, and live chat, addressing inquiries and troubleshooting issues effectively and efficiently.
- Escalate complex or unresolved issues to senior management or relevant departments, ensuring timely resolution and customer satisfaction.
- Develop and maintain a deep understanding of our product suite, services, and internal systems to offer accurate and comprehensive support.
- Create and update knowledge base articles, FAQs, and support documentation to empower customers and internal teams.
- Collaborate with cross-functional teams, including Product Development and Sales, to identify trends, provide feedback, and contribute to product enhancements.
- Train and mentor junior support staff, sharing best practices and fostering a supportive team environment.
- Monitor customer feedback channels, identify areas for improvement, and implement solutions to enhance the overall customer experience.
- Adhere to service level agreements (SLAs) and internal quality standards, ensuring all customer interactions are handled professionally and courteously.
- Participate in regular team meetings, contribute to strategic discussions, and support the achievement of departmental goals.
- Stay up-to-date with industry trends and emerging technologies relevant to customer support and technical troubleshooting.
- Proven experience in a customer service or technical support role, preferably in a senior capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong technical aptitude and the ability to quickly learn new software and systems.
- Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a team, managing multiple priorities effectively.
- A proactive approach to identifying and resolving customer issues.
- Demonstrable ability to handle challenging customer situations with empathy and professionalism.
- Experience in training or mentoring junior colleagues is a plus.
- Commitment to delivering high-quality customer service and exceeding expectations.
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6
Customer Support Team Lead
SR1 2TA Sunderland, North East
£28000 Annually
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Posted 5 days ago
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Job Description
Our client is looking for a proactive and experienced Customer Support Team Lead to manage their dedicated customer service team. This hybrid role offers the flexibility to work both remotely and from our office located in Sunderland, Tyne and Wear, UK , fostering a collaborative and supportive work environment.
The Customer Support Team Lead will be responsible for guiding the customer service team to provide exceptional support, resolving customer inquiries efficiently, and ensuring a positive customer experience. You will motivate your team, monitor performance, and implement strategies to enhance customer satisfaction and loyalty.
Key Responsibilities:
The Customer Support Team Lead will be responsible for guiding the customer service team to provide exceptional support, resolving customer inquiries efficiently, and ensuring a positive customer experience. You will motivate your team, monitor performance, and implement strategies to enhance customer satisfaction and loyalty.
Key Responsibilities:
- Lead, mentor, and coach a team of customer support representatives, fostering a positive and productive work environment.
- Monitor team performance, set key performance indicators (KPIs), and conduct regular performance reviews.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
- Develop and implement customer service policies and procedures to improve efficiency and effectiveness.
- Train new team members and provide ongoing training and development opportunities for the existing team.
- Analyze customer feedback and support trends to identify areas for improvement.
- Collaborate with other departments to resolve customer issues and improve overall customer experience.
- Ensure adherence to service level agreements (SLAs) and quality standards.
- Manage team schedules and workload distribution to ensure adequate coverage.
- Stay up-to-date with product knowledge and company updates to effectively support customers.
- Act as a point of escalation for complex customer inquiries and technical issues.
- Proven experience (3+ years) in a customer service role, with at least 1 year in a team lead or supervisory capacity.
- Excellent leadership, coaching, and motivational skills.
- Strong problem-solving and conflict-resolution abilities.
- Exceptional communication and interpersonal skills, both written and verbal.
- Experience with customer support software and CRM systems (e.g., Zendesk, Salesforce).
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Understanding of customer service best practices and metrics.
- Ability to work collaboratively within a hybrid work model.
- Familiarity with IT support or helpdesk operations is a plus.
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7
Senior Customer Support Specialist
SR2 9 Sunderland, North East
£28000 Annually
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Posted 7 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This pivotal role will involve providing exceptional technical and non-technical support to a diverse customer base, ensuring their satisfaction and fostering long-term relationships. You will be the first point of contact for customer inquiries, troubleshooting complex issues, and guiding users through product functionalities. A significant part of your role will be to proactively identify areas for service improvement and contribute to the development of support resources such as knowledge base articles and FAQs.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer queries via email, chat, and phone in a timely and professional manner.
- Diagnose and resolve technical and product-related issues, escalating complex problems to appropriate departments.
- Provide comprehensive product support and guidance, educating customers on best practices.
- Maintain accurate and detailed records of customer interactions and issue resolutions in the CRM system.
- Collaborate with internal teams, including product development and sales, to address customer feedback and product enhancements.
- Develop and maintain comprehensive support documentation, including user guides, tutorials, and troubleshooting articles.
- Identify trends in customer issues and provide feedback to the product team for continuous improvement.
- Assist in training and mentoring junior support staff.
- Contribute to the ongoing refinement of customer support processes and strategies.
- Ensure adherence to service level agreements (SLAs) and quality standards.
Qualifications:
- Proven experience (minimum 3 years) in a customer service or helpdesk role, preferably within a technical environment.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using customer support software and CRM systems (e.g., Zendesk, Salesforce).
- Ability to clearly explain technical concepts to non-technical users.
- Strong organizational skills and the ability to manage multiple tasks simultaneously.
- A proactive approach to identifying and resolving issues.
- Experience in troubleshooting software or hardware issues.
- Familiarity with (Specific relevant technology, e.g., SaaS platforms, cloud services) is a plus.
- A dedicated home office setup with a reliable high-speed internet connection is required for this remote position.
- Ability to work independently and as part of a remote team.
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8
Senior Customer Support Specialist
SR1 1AA Sunderland, North East
£28000 Annually
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Posted 7 days ago
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Job Description
Our client is seeking a highly motivated and customer-centric Senior Customer Support Specialist to enhance their support operations. This role offers a hybrid working arrangement, combining in-office collaboration in **Sunderland, Tyne and Wear, UK** with the flexibility of remote work. You will be the primary point of contact for customers, providing expert assistance, resolving complex issues, and ensuring an exceptional customer experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Troubleshoot and resolve technical and non-technical issues related to our products/services.
- Escalate complex issues to appropriate departments when necessary, ensuring a smooth handover.
- Provide guidance and support to customers on product features, functionality, and best practices.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Identify trends in customer inquiries and feedback, escalating them to management for process improvement.
- Assist in training and mentoring junior support team members.
- Contribute to the development and maintenance of knowledge base articles and FAQs.
- Proactively identify opportunities to improve the customer support process and customer satisfaction.
- Maintain a deep understanding of our products and services to provide accurate and effective support.
- Proven experience in a customer service or helpdesk role, with a minimum of 2 years in a senior or lead capacity.
- Excellent communication, active listening, and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience working in a hybrid model, balancing remote and office-based responsibilities.
- A patient and empathetic approach to customer interactions.
- Strong technical aptitude and the ability to quickly learn new products and systems.
- Experience in (Specific Industry relevant to fictional company, e.g., SaaS, E-commerce) is a plus.
- Demonstrated ability to work independently and as part of a collaborative team.
This advertiser has chosen not to accept applicants from your region.
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