What Jobs are available for Customer Service Representatives in Silverburn?

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and provide effective solutions.
• Process orders, returns, and exchanges efficiently.
• Escalate complex issues to appropriate departments when necessary.
• Maintain customer records and update account information accurately.
• Build strong relationships with customers through proactive communication and follow-up.
• Identify opportunities to improve the customer experience and provide feedback to management.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Assist with customer onboarding and training where applicable.
• Stay up-to-date on product knowledge and company offerings.
• Collaborate with team members to share best practices and resolve customer challenges.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.
• Participate in team meetings and training sessions to enhance skills and knowledge.
• Contribute to a positive and supportive team environment.

• 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 in using CRM software and customer support platforms.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-centric approach.
• Ability to work both independently and as part of a team.
• Familiarity with IT support or technical troubleshooting is a plus.
• High school diploma or equivalent; further education or certification is advantageous.
• Must be eligible to work in the UK.

This is a remote position.

We are looking for a customer service associate to answer customer inquiries and ensure all matters and complaints are handled carefully. Good-fit candidates have impeccable communication and leadership skills and are empathetic and professional. If you have experience assisting customers in a similar industry and want to be part of a company and team that are making strides in the industry, we’d love to hear from you.

We are seeking a remote Travel Customer Support representative to handle customer questions, bookings, and general trip assistance. You’ll provide timely and clear support to make sure customers have a positive travel experience, all from the comfort of home.

Responsibilities:

• Assist customers with booking flights, hotels, and transportation.

• Provide clear and friendly support through phone, email, or chat.

• Answer basic travel questions and guide customers to the right options.

• Update reservations and confirm details for accuracy.

• Support the team with day-to-day travel service tasks.

Qualifications:

• Strong communication and customer service skills.

• Comfortable using computers and online booking systems.

• Ability to stay organized and pay attention to detail.

• Friendly, helpful, and patient with customers.

• Previous experience in customer service or hospitality is a plus, but not required.

Job Type: Remote — Full-time or Part-time

Benefits:

• Flexible schedule opportunities

• Work from home

• Training and growth potential

• Supportive team environment

• Lead, train, and mentor a team of customer support representatives.
• Monitor team performance, setting clear expectations and providing regular feedback.
• Handle escalated customer inquiries and resolve complex issues in a timely and effective manner.
• Develop and implement strategies to improve customer satisfaction and retention.
• Analyse customer support data and identify trends to inform process improvements.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Create and update knowledge base articles and support documentation.
• Collaborate with product and engineering teams to address customer feedback and technical issues.
• Foster a collaborative and supportive team environment.
• Contribute to the continuous improvement of customer support processes and tools.

• Previous experience in a customer support role, with at least 2 years in a team lead or supervisory position.
• Proven ability to manage and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer support software and CRM systems (e.g., Zendesk, Salesforce).
• Ability to analyse data and generate reports.
• Proficiency in troubleshooting common technical issues.
• A customer-first mindset and a passion for delivering exceptional service.
• Experience working remotely and managing distributed teams is a plus.

• Lead, mentor, and manage a team of customer support specialists, fostering a positive and high-performing work environment.
• Oversee daily support operations, ensuring timely and efficient resolution of customer inquiries and technical issues via phone, email, and chat.
• Develop and implement best practices for customer service and technical support processes to enhance customer satisfaction and loyalty.
• Monitor support queues and agent performance, identifying areas for improvement and providing ongoing coaching and training.
• Act as a point of escalation for complex customer issues, providing expert guidance and solutions.
• Analyze customer feedback and support data to identify recurring problems and collaborate with product teams to implement solutions.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Represent the voice of the customer within the organisation.

• Proven experience in a customer support or helpdesk role, with at least 3 years in a leadership or supervisory capacity.
• Strong technical aptitude and ability to troubleshoot complex software/hardware issues.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead, motivate, and develop a team.
• Experience with customer relationship management (CRM) software and helpdesk ticketing systems.
• Familiarity with ITIL best practices is a plus.
• Ability to manage multiple priorities in a dynamic environment.
• Comfortable working in a hybrid model, balancing in-office and remote work.
• A passion for providing outstanding customer service.

• Handle escalated customer inquiries via phone, email, and chat with professionalism and empathy.
• Diagnose and resolve technical and non-technical issues efficiently, ensuring customer satisfaction.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and support agents.
• Collaborate with cross-functional teams (Product, Engineering, Sales) to identify trends and provide feedback for service and product improvements.
• Mentor and train junior support staff, fostering a culture of continuous learning and high performance.
• Analyze customer support data to identify areas for improvement in processes and customer experience.
• Proactively identify potential customer issues and implement preventive measures.
• Contribute to the development and refinement of support policies and procedures.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Stay updated with product updates and new features to provide accurate and relevant support.

• Proven experience as a Customer Support Specialist, preferably in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a remote environment.
• A passion for customer advocacy and delivering outstanding service.
• Experience in troubleshooting and resolving complex issues across different platforms.
• A proactive approach to identifying and addressing customer needs.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Comfortable working within a fully remote team structure, demonstrating strong self-discipline and motivation.

• Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction and loyalty.
• Manage and mentor a team of customer support representatives, providing coaching, training, and performance feedback.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Utilise CRM systems and support software to track customer interactions and manage support workflows.
• Identify trends in customer issues and collaborate with other departments to implement preventative measures and product improvements.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Develop and maintain comprehensive knowledge base articles and FAQs for customers and support staff.
• Contribute to the recruitment and onboarding of new customer support team members.
• Drive continuous improvement initiatives within the customer support function.
• Ensure the team adheres to company service standards and ethical guidelines.
• Manage support schedules and staffing levels to ensure adequate coverage.

• Proven experience in a customer support leadership role, preferably as a manager or supervisor.
• Demonstrated success in building and motivating high-performing customer service teams.
• Strong understanding of customer relationship management (CRM) systems and helpdesk software.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in developing and implementing customer service strategies.
• Proficiency in data analysis and reporting on customer support metrics.
• A proactive approach to identifying and resolving customer issues.
• Experience in a remote work environment is essential.
• A passion for delivering exceptional customer service.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our client's products and services.
• Escalate complex issues to the appropriate departments when necessary.
• Document all customer interactions and resolutions accurately in the CRM system.
• Provide proactive support and guidance to customers to prevent future issues.
• Assist in the training and mentoring of junior support staff.
• Contribute to the development and improvement of support documentation and knowledge base articles.
• Gather customer feedback and report trends to management to inform product development and service enhancements.
• Maintain a high level of customer satisfaction through effective communication and problem-resolution skills.
• Adhere to service level agreements (SLAs) and performance metrics.

• Previous experience in a customer service or helpdesk role, preferably in a technical environment.
• Strong understanding of troubleshooting methodologies and technical support best practices.
• Excellent verbal and written communication skills.
• Proficiency in using customer relationship management (CRM) software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and empathetic approach to customer interactions.
• Familiarity with IT support tools and ticketing systems.
• Experience with (mention a relevant software/tool) is a plus.
• Ability to work effectively both independently and as part of a team.
• A commitment to continuous learning and professional development.