774 Customer Service Representatives jobs in Middlesbrough
Lead Customer Support Engineer
Posted today
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Remote Customer Support Specialist
Posted 1 day ago
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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 .
Senior Customer Support Specialist
Posted 1 day ago
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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.
Customer Support Lead (Remote)
Posted 3 days ago
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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.
Senior Customer Support Specialist
Posted 4 days ago
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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.
Senior Customer Support Specialist
Posted 4 days ago
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Senior Customer Support Specialist
Posted 5 days ago
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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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Customer Support Team Lead
Posted 5 days ago
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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.
Senior Customer Support Specialist
Posted 7 days ago
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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.
Senior Customer Support Specialist
Posted 7 days ago
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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.