1051 Customer Service Representatives jobs in Norwich

Berry Recruitment have a new exciting opportunity for a Help desk Administrator for a busy client based in King's Lynn.

The Role:

You will be responsible for assisting the help desk team that manage an active diary of growing teams that consists of engineers, electricians, general maintenance and project engineers.

You'll need to be proactive and ready to solve problems with the help of the team and you will also be responsible for ensuring that engineers have a full but manageable workload.

You will be required to have good organisational skills, have good IT skills and excellent customer service skills.

Duties required include:

• Diary Management & Logistics of Engineers
• Procurement of Parts for Jobs
• Quotations
• Call Handling
• Emails
• Offering Updates of Appointments to Customers and Managing these Processes

Pay: 23, ,000.00 per year

Previous experience within Administration and working within an Administration environment is required.

For further information, please contact Lauren at Berry Recruitment, King's Lynn.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

• Responding to customer queries via phone, email, and potentially live chat in a professional and timely manner.
• Diagnosing and resolving customer issues efficiently, escalating complex problems when necessary.
• Providing product and service information to customers.
• Documenting customer interactions and issue resolution in the CRM system.
• Identifying trends in customer inquiries and feedback to suggest improvements to products or services.
• Building rapport and trust with customers to ensure a high level of satisfaction.
• Processing orders, forms, applications, and requests.
• Assisting with customer

• Responding promptly and professionally to customer inquiries via phone, email, and live chat.
• Diagnosing and resolving customer issues efficiently and effectively.
• Providing comprehensive information about products and services.
• Guiding customers through troubleshooting processes and product usage.
• Escalating complex issues to appropriate departments when necessary.
• Maintaining accurate records of customer interactions and transactions in the CRM system.
• Identifying and reporting trends in customer feedback and issues to management.
• Contributing to team goals and objectives.
• Proactively seeking solutions to customer problems.
• Building rapport and strong relationships with customers.
• Adhering to company policies and procedures regarding customer service.
• Assisting with training new team members on customer support best practices.
• Gathering customer feedback to help improve products and services.

• Previous experience in a customer service or support role is highly desirable.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using computer systems and CRM software.
• Ability to multitask and manage time effectively.
• A proactive approach to learning about products and services.
• Team-oriented with a positive attitude.
• High school diploma or equivalent required; further education or certifications in customer service are a plus.
• Ability to work collaboratively in a team environment.

• Respond promptly and professionally to customer inquiries via multiple communication channels, including phone, email, live chat, and social media.
• Troubleshoot and resolve customer issues related to orders, products, services, and accounts.
• Provide information about products and services, guiding customers through their purchasing decisions.
• Process orders, returns, and exchanges efficiently and accurately.
• Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
• Escalate complex issues to relevant departments or senior team members when necessary.
• Identify opportunities to improve customer satisfaction and retention through proactive communication and problem-solving.
• Contribute to the development and maintenance of customer support knowledge base articles and FAQs.
• Gather customer feedback and provide insights to the product and marketing teams to drive service improvements.
• Adhere to company policies and procedures, ensuring consistent and high-quality customer service delivery.
• Participate in ongoing training to stay updated on products, services, and support best practices.

• Previous experience in a customer service or support role, preferably within an e-commerce or retail environment.
• Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and customer support platforms.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine desire to help customers.
• Adaptability and willingness to learn new products and processes.
• Basic computer literacy and familiarity with online tools.
• Availability to work flexible shifts, including some weekends, as per the rota.
• High school diploma or equivalent is required; further education or certifications in customer service are a plus.

• Lead and manage a team of customer support representatives.
• Oversee daily support operations and ensure timely resolution of customer issues.
• Provide high-level support for escalated customer inquiries.
• Coach, mentor, and develop team members to improve performance.
• Develop and implement efficient customer support processes.
• Analyze customer feedback to identify areas for improvement.
• Collaborate with other departments to enhance the customer experience.

• Proven experience in a customer support role, with at least 2 years in a lead or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Ability to motivate and guide a team.
• Proficiency in customer relationship management (CRM) software.
• Problem-solving and decision-making abilities.
• High school diploma or equivalent; further education in a related field is a plus.

• Handle escalated customer inquiries and provide advanced technical support.
• Diagnose and resolve complex product and service issues efficiently.
• Document all customer interactions and resolutions accurately in the CRM system.
• Provide guidance and mentorship to junior customer support representatives.
• Contribute to the development and maintenance of the customer knowledge base.
• Identify recurring customer issues and provide feedback to relevant departments.
• Ensure high levels of customer satisfaction through professional and timely communication.
• Manage and prioritize a queue of support tickets effectively.
• Stay updated on product features and service enhancements.
• Represent the company professionally in all customer interactions.

• Proven experience in a customer support or helpdesk role, with a significant portion in a senior capacity.
• Excellent problem-solving and troubleshooting skills.
• Strong communication, active listening, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-first attitude.
• Experience in training or mentoring team members is a plus.