What Jobs are available for Customer Service Representatives in Pontypridd?

Customer Service Coordinator
Cardiff

 £24,500

Are you ready for a fresh challenge in a thriving, growing business?

We are supporting a market-leading supplier to some of the world’s top retail brands in strengthening their Customer Support team with the addition of a proactive Customer Service Coordinator .

With decades of expertise in providing Goods Not for Resale (GNFR) — from office supplies and bespoke packaging to garment hangers and visual merchandising materials — this company is a trusted partner to household names including Superdry, JD Sports, Hugo Boss, Harrods, Dr. Martens, and many more.

The Role

As a Customer Service Coordinator , you will be the friendly and professional first point of contact for customer queries. Your day-to-day responsibilities will include:

• Handling and responding to client enquiries
• Tracking orders and providing delivery updates
• Liaising with internal teams to ensure smooth processes
• Supporting the delivery of excellent customer experiences that keep clients coming back

The Person

We’re looking for someone who can bring:

• Experience in a fast-paced office or customer service environment
• Excellent written and verbal communication skills
• Strong organisational and multitasking abilities
• A proactive approach and attention to detail

In return

• The chance to join a growing company with exciting career prospects
• A supportive and collaborative team environment
• The opportunity to make a real impact on client relationships and satisfaction

If you’re an energetic and motivated professional who thrives on delivering great service, we’d love to hear from you.

• Respond to customer inquiries promptly and professionally via phone, email, and live chat.
• Troubleshoot and resolve customer issues related to products or services.
• Provide accurate information about company offerings and policies.
• Guide customers through product features and functionalities.
• Escalate complex issues to appropriate departments when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Identify recurring customer issues and provide feedback to the product and service teams.
• Assist customers with account management and billing inquiries.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Proactively identify opportunities to enhance the customer experience.
• Stay up-to-date with product knowledge and company updates.
• Contribute to the development of knowledge base articles and FAQs.
• Adhere to all company policies and procedures.
• Participate in team meetings and training sessions.
• Achieve individual and team performance goals related to response times and customer satisfaction.

• Previous experience in a customer service or support role is essential.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk systems.
• Ability to multitask and manage time effectively in a remote environment.
• Patience, empathy, and a customer-centric attitude.
• High school diploma or equivalent; further education or certifications are a plus.
• Comfortable working independently with minimal supervision.
• Reliable internet connection and a dedicated workspace.
• Adaptability to learn new products and processes quickly.
• Experience with ticketing systems is highly desirable.
• A positive and resilient demeanor.
• Ability to de-escalate customer concerns effectively.
• Familiarity with the industry our client operates in is a bonus.

• Respond promptly and professionally to customer inquiries across multiple channels.
• Diagnose and resolve technical and service-related issues effectively.
• Document all customer interactions and resolutions accurately in the CRM system.
• Collaborate with cross-functional teams to address customer concerns.
• Contribute to the continuous improvement of support processes and customer satisfaction.
• Provide training and mentorship to junior support staff.
• Analyze customer feedback to identify areas for product and service enhancement.

• Proven experience in a customer support or helpdesk role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team.
• High school diploma or equivalent; further education or certifications are a plus.

• Lead, train, and mentor a team of customer support representatives to ensure high performance and customer satisfaction.
• Develop and implement customer support strategies, policies, and procedures to enhance service delivery.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Manage incoming support requests via various channels, including phone, email, and chat, ensuring timely and effective resolution.
• Handle escalated customer issues, providing expert solutions and maintaining customer loyalty.
• Identify trends in customer inquiries and feedback, collaborating with other departments to address root causes and improve products/services.
• Maintain and update the knowledge base and support documentation.
• Ensure compliance with service level agreements (SLAs) and company standards.
• Contribute to the continuous improvement of customer support processes and tools.
• Foster a customer-centric culture within the support team and across the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service or support, with at least 2 years in a supervisory or management role.
• Proven track record of successfully managing and motivating a customer support team.
• In-depth knowledge of customer relationship management (CRM) software and helpdesk ticketing systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to remain calm and professional under pressure, effectively handling difficult customer situations.
• Strong understanding of customer service metrics and reporting.
• Experience in developing and delivering training programs for support staff.
• Ability to work independently and manage a remote team effectively.
• A passion for delivering outstanding customer service and creating loyal customers.

• Provide high-level technical support to customers via email, chat, and phone, addressing complex issues and inquiries.
• Troubleshoot and resolve technical problems related to the company's software products.
• Guide customers through product features, functionalities, and best practices.
• Manage and prioritize incoming support requests, ensuring timely and effective resolutions.
• Escalate unresolved issues to the appropriate internal teams (e.g., development, product) with detailed information.
• Document all customer interactions and resolutions accurately in the CRM system.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring customer issues and provide feedback to product and development teams for continuous improvement.
• Train and mentor junior support staff, sharing knowledge and best practices.
• Contribute to the development and refinement of support processes and tools.
• Proactively identify opportunities to improve customer satisfaction and retention.
• Participate in team meetings and contribute to a collaborative support environment.
• Ensure adherence to service level agreements (SLAs).

• Proven experience (minimum 4 years) in a customer support or technical support role, with at least 2 years in a senior or lead capacity.
• Strong technical aptitude and ability to troubleshoot complex software issues.
• Excellent communication, listening, and interpersonal skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Experience creating knowledge base content and documentation.
• Strong organizational and time management skills.
• Ability to work independently and collaboratively in a remote setting.
• Experience in the SaaS industry is highly preferred.
• A proactive and customer-centric mindset.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues effectively.
• Provide detailed information about products and services.
• Maintain accurate customer records and documentation.
• Escalate complex issues to appropriate teams when necessary.
• Identify opportunities to improve customer satisfaction and retention.
• Adhere to company policies and customer service standards.
• Contribute to team goals and knowledge base development.

• High school diploma or equivalent; further education or relevant certifications are a plus.
• Proven experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and ticketing systems.
• Ability to work independently and manage time effectively.
• A dedicated home office setup with reliable high-speed internet access.
• A positive attitude and a genuine desire to help customers.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication and interpersonal skills, both written and verbal.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in training and onboarding new staff.
• A genuine passion for customer satisfaction.

• Lead and manage a team of customer support representatives, providing guidance, coaching, and performance feedback.
• Handle escalated customer inquiries and complex technical issues, ensuring timely and satisfactory resolution.
• Develop and implement customer support policies and procedures to enhance service quality and efficiency.
• Monitor key performance indicators (KPIs) for the customer support team, such as response times, resolution rates, and customer satisfaction scores.
• Train new team members on support processes, product knowledge, and customer service best practices.
• Identify trends in customer issues and provide feedback to product development and other departments for continuous improvement.
• Ensure the team maintains accurate and detailed records of customer interactions and support activities in the CRM system.
• Collaborate with other departments to resolve customer issues and improve the overall customer experience.
• Contribute to the development of knowledge base articles, FAQs, and other self-service resources.
• Foster a positive and supportive team environment that promotes customer-centricity.
• Stay up-to-date with product updates and industry best practices in customer support.
• Participate in hiring and onboarding new customer support staff.
• Analyze customer feedback and metrics to identify areas for improvement.
• Act as a point of escalation for customer complaints and complex issues.

• Proven experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Demonstrated experience in leading and motivating a customer support team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to effectively manage and resolve escalated customer issues.
• Experience in developing and implementing customer support processes.
• Strong organizational skills and attention to detail.
• Ability to train and mentor junior staff.
• A commitment to delivering exceptional customer experiences.

• Act as a primary point of contact for customer inquiries via phone, email, and live chat.
• Troubleshoot and resolve complex technical issues, escalating to higher support tiers when necessary.
• Document all customer interactions, solutions, and feedback accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Identify trends in customer issues and provide feedback to product development and engineering teams for continuous improvement.
• Proactively engage with customers to gather feedback and identify opportunities for service enhancement.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Participate in regular team meetings, contributing to process improvements and problem-solving discussions.
• Stay up-to-date with product updates and industry best practices to provide informed support.

• Proven experience in a customer service or technical support role, preferably in a senior capacity.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Exceptional communication, interpersonal, and active listening skills.
• Ability to remain calm and professional under pressure, handling challenging customer situations with empathy.
• A proactive and self-motivated attitude with the ability to work independently and as part of a team.
• Experience in a specific industry relevant to our client's services is a plus.
• Bachelor's degree in a related field or equivalent practical experience.