158 Customer Service Representatives jobs in South Shields
Customer Support Specialist
NE1 4YB Newcastle upon Tyne, North East
£26000 Annually
WhatJobs
Posted 16 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-centric Customer Support Specialist to join their growing team in Newcastle upon Tyne, Tyne and Wear, UK . This hybrid role offers the flexibility of working both in the office and remotely, providing excellent support to our diverse client base. You will be the first point of contact for customers, resolving inquiries, troubleshooting issues, and providing information about our products and services. The ideal candidate possesses exceptional communication skills, a patient demeanor, and a genuine passion for helping others. You will be instrumental in ensuring customer satisfaction and fostering long-term relationships.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
- Maintain detailed records of customer interactions and transactions in the CRM system.
- Identify customer needs and help customers use specific features.
- Gather customer feedback and share insights with the team to improve service quality.
- Proactively identify opportunities to enhance the customer experience.
- Adhere to service level agreements and performance standards.
- Participate in team meetings and training sessions to stay updated on products and procedures.
- Contribute to a positive and collaborative team environment.
- Proven customer support or client service experience.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong problem-solving abilities and the capacity to think on your feet.
- Proficiency with CRM software and helpdesk systems.
- A patient, empathetic, and customer-focused attitude.
- Ability to manage multiple tasks and prioritize effectively.
- Adaptability to learning new products and systems quickly.
- High school diploma or equivalent; further education or relevant certifications are a plus.
- Experience working in a hybrid or remote-friendly environment is beneficial.
- Must be based in or able to commute to Newcastle upon Tyne for office-based days.
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0
Customer Support Lead
SR1 2AJ Sunderland, North East
£30000 Annually
WhatJobs
Posted 19 days ago
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Job Description
Our client is seeking a dynamic and experienced Customer Support Lead to manage and motivate their dedicated support team in Sunderland, Tyne and Wear, UK . This is a crucial role focused on ensuring exceptional customer service delivery, resolving complex customer issues, and driving continuous improvement within the support function.
As the Customer Support Lead, you will be responsible for supervising day-to-day operations, handling escalated customer complaints, and ensuring that service level agreements (SLAs) are consistently met or exceeded. You will coach, train, and mentor customer service representatives, fostering a positive and high-performing team environment. Your duties will include performance management, conducting regular one-on-one meetings, and identifying training needs. You will also play a key role in developing and refining customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. Analyzing customer feedback and support metrics will be essential to identify trends and areas for improvement. Collaboration with other departments, such as sales and technical support, will be necessary to ensure a seamless customer experience. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You should be adept at managing challenging situations and motivating a team to deliver outstanding results. This role offers the opportunity to make a significant impact on customer loyalty and brand reputation. We are looking for a proactive individual who is passionate about customer advocacy and committed to upholding the highest standards of service.
Responsibilities:
Qualifications:
As the Customer Support Lead, you will be responsible for supervising day-to-day operations, handling escalated customer complaints, and ensuring that service level agreements (SLAs) are consistently met or exceeded. You will coach, train, and mentor customer service representatives, fostering a positive and high-performing team environment. Your duties will include performance management, conducting regular one-on-one meetings, and identifying training needs. You will also play a key role in developing and refining customer support processes, policies, and procedures to enhance efficiency and customer satisfaction. Analyzing customer feedback and support metrics will be essential to identify trends and areas for improvement. Collaboration with other departments, such as sales and technical support, will be necessary to ensure a seamless customer experience. The ideal candidate will possess strong leadership abilities, excellent problem-solving skills, and a deep understanding of customer service best practices. You should be adept at managing challenging situations and motivating a team to deliver outstanding results. This role offers the opportunity to make a significant impact on customer loyalty and brand reputation. We are looking for a proactive individual who is passionate about customer advocacy and committed to upholding the highest standards of service.
Responsibilities:
- Lead, manage, and mentor a team of customer service representatives.
- Oversee daily operations of the customer support department.
- Handle and resolve escalated customer issues and complaints effectively.
- Develop and implement customer service policies and procedures.
- Monitor and analyze customer support metrics and KPIs.
- Identify training needs and provide coaching to team members.
- Collaborate with other departments to ensure a cohesive customer experience.
- Drive continuous improvement initiatives within the support function.
- Maintain high levels of customer satisfaction and retention.
Qualifications:
- Proven experience in a customer service leadership role (2+ years).
- Strong understanding of customer service principles and best practices.
- Excellent leadership, coaching, and team management skills.
- Exceptional problem-solving and decision-making abilities.
- Proficiency in CRM software and customer support tools.
- Strong communication and interpersonal skills.
- Ability to work effectively under pressure and manage multiple priorities.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Specialist
SR1 1AA Sunderland, North East
£25000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to join their team in Sunderland, Tyne and Wear, UK . This hybrid role offers a blend of remote flexibility and in-office collaboration, providing the best of both worlds. You will be the first point of contact for customers, providing exceptional service and resolving inquiries efficiently and professionally.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and courteous manner.
- Diagnose and resolve customer issues, providing accurate information and effective solutions.
- Escalate complex problems to appropriate departments or senior team members when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
- Proactively identify customer needs and work towards building positive relationships.
- Educate customers on product features, services, and policies.
- Contribute to team efforts by accomplishing related results as needed.
- Adhere to company service standards and policies.
- Participate in training sessions to stay up-to-date with product knowledge and customer service best practices.
- Gather customer feedback and provide insights to improve products and services.
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and data entry.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- A patient and positive demeanor, with a genuine desire to help customers.
- High school diploma or equivalent; college degree preferred.
- Proficiency in Microsoft Office Suite.
- Ability to work effectively both independently and as part of a hybrid team.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
SR5 2GG Sunderland, North East
£30000 Annually
WhatJobs
Posted 22 days ago
Job Viewed
Job Description
Our client is a rapidly growing e-commerce company dedicated to providing exceptional customer experiences. We are seeking an experienced and motivated Customer Support Lead to manage and inspire our dedicated support team. This role is critical in ensuring customer satisfaction and maintaining the high standards of service our brand is known for. The position is based at our modern office in Sunderland, Tyne and Wear, UK .
Key Responsibilities:
The ideal candidate will have a minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or leadership capacity. Proven experience in managing a customer support team within a fast-paced environment, preferably in e-commerce or a related industry, is essential. Excellent communication, interpersonal, and problem-solving skills are paramount. A strong understanding of customer service principles and techniques is required. Proficiency in CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is a must. The ability to motivate and develop a team, combined with strong organisational and time management skills, is crucial for success in this role. A proactive approach to problem-solving and a passion for delivering outstanding customer service are highly valued.
Key Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performance culture.
- Oversee daily customer service operations, ensuring all inquiries are handled promptly, efficiently, and with empathy across multiple channels (phone, email, chat).
- Develop and implement customer support policies, procedures, and best practices to enhance customer satisfaction and retention.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, taking proactive steps to improve performance.
- Handle escalated customer issues and complex inquiries, resolving them effectively and professionally.
- Collaborate with other departments (e.g., Sales, Operations, Product) to address customer feedback and improve overall service delivery.
- Manage workforce scheduling and ensure adequate coverage during peak periods.
- Identify training needs and deliver ongoing training to the support team to enhance their product knowledge and service skills.
- Maintain and update the knowledge base with FAQs, troubleshooting guides, and product information.
- Contribute to product development by relaying customer feedback and identifying recurring issues.
The ideal candidate will have a minimum of 4 years of experience in a customer service role, with at least 2 years in a supervisory or leadership capacity. Proven experience in managing a customer support team within a fast-paced environment, preferably in e-commerce or a related industry, is essential. Excellent communication, interpersonal, and problem-solving skills are paramount. A strong understanding of customer service principles and techniques is required. Proficiency in CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems is a must. The ability to motivate and develop a team, combined with strong organisational and time management skills, is crucial for success in this role. A proactive approach to problem-solving and a passion for delivering outstanding customer service are highly valued.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Engineer
SR1 2AA Sunderland, North East
£35000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking a dedicated and technically adept Senior Customer Support Engineer to join their busy technical support team in **Sunderland, Tyne and Wear, UK**. This role is critical in providing high-level technical assistance to customers, troubleshooting complex issues, and ensuring customer satisfaction with our products and services. You will act as a point of escalation for challenging technical problems, working closely with engineering and product development teams to identify root causes and implement solutions. The ideal candidate possesses strong analytical skills, excellent communication abilities, and a passion for problem-solving within a customer-centric environment.
Key Responsibilities:
The ideal candidate will have a Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. A minimum of 3-5 years of experience in a technical support or customer service role, with a focus on complex technical issues, is required. Strong understanding of operating systems, networking, and relevant software applications is essential. Excellent problem-solving, communication, and interpersonal skills are a must. The ability to explain technical concepts clearly to both technical and non-technical audiences is crucial. Experience in a relevant industry sector is highly advantageous.
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and ticketing systems, resolving complex product-related issues.
- Act as an escalation point for junior support staff, offering guidance and mentoring.
- Diagnose, troubleshoot, and replicate software and hardware issues reported by customers.
- Collaborate effectively with R&D, QA, and development teams to report bugs, suggest product improvements, and expedite resolutions.
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Analyze support trends to identify recurring issues and contribute to proactive problem prevention.
- Manage customer escalations, ensuring timely and effective resolution, and maintaining high levels of customer satisfaction.
- Conduct product training sessions for customers and internal support teams.
- Participate in the testing and validation of new product releases and features.
- Contribute to the continuous improvement of support processes and tools.
- Document all support interactions and resolutions accurately within the CRM system.
- Assist in the development and implementation of customer success strategies.
- Provide feedback on product usability and customer experience to relevant departments.
The ideal candidate will have a Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience. A minimum of 3-5 years of experience in a technical support or customer service role, with a focus on complex technical issues, is required. Strong understanding of operating systems, networking, and relevant software applications is essential. Excellent problem-solving, communication, and interpersonal skills are a must. The ability to explain technical concepts clearly to both technical and non-technical audiences is crucial. Experience in a relevant industry sector is highly advantageous.
This advertiser has chosen not to accept applicants from your region.
4
Customer Support Specialist (Hybrid)
NE1 4AG Newcastle upon Tyne, North East
£24000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing tech company, is seeking a dedicated and empathetic Customer Support Specialist to join their vibrant team. This role offers a hybrid work model, allowing for a balance between in-office collaboration and remote flexibility. The ideal candidate will be passionate about providing exceptional customer service, resolving inquiries efficiently, and ensuring a positive customer experience across all touchpoints. You will be the first point of contact for customers, handling a variety of queries via phone, email, and live chat. This role is crucial in building and maintaining strong customer relationships.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally across multiple communication channels.
- Provide technical assistance and troubleshooting for product-related problems.
- Guide customers through product features and functionalities.
- Document all customer interactions and resolutions accurately in the CRM system.
- Identify and escalate complex issues to the appropriate departments for resolution.
- Gather customer feedback and contribute to product improvement initiatives.
- Assist in developing and updating customer support documentation and FAQs.
- Maintain a high level of product knowledge to effectively support customers.
- Contribute to team goals and performance metrics.
- Proactively identify opportunities to enhance the customer support process.
- Previous experience in a customer service or technical support role.
- Excellent communication skills, both written and verbal, with a friendly and patient demeanor.
- Strong problem-solving and analytical abilities.
- Proficiency in using helpdesk software and CRM systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Demonstrated ability to work collaboratively within a team.
- High school diploma or equivalent; further education or certifications are a plus.
- Adaptability and willingness to learn new products and technologies.
- A customer-centric mindset and a genuine desire to help others.
- Comfortable working both remotely and from our office in Newcastle upon Tyne, Tyne and Wear, UK .
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
SR1 2XX Sunderland, North East
£28000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this crucial role, you will be the primary point of contact for customers, providing exceptional service and technical assistance across various communication channels, including phone, email, and live chat. You will be responsible for troubleshooting complex issues, guiding users through product functionalities, and ensuring a seamless customer experience. This position requires a proactive approach to problem-solving, a deep understanding of customer service best practices, and the ability to empathize with and effectively communicate with a diverse customer base.
Key responsibilities include:
The ideal candidate will possess strong communication, interpersonal, and problem-solving skills. You should have a proven track record in customer service, preferably within a technical or software environment. Experience with ticketing systems and remote collaboration tools is essential. While this role is fully remote, you must be based within the UK and have a dedicated, quiet workspace with a reliable internet connection to ensure optimal performance. You should be comfortable working independently and as part of a distributed team, demonstrating excellent time management and organizational skills. A passion for helping others and a commitment to exceeding customer expectations are paramount for success in this role. Join our client in their mission to deliver unparalleled support to their valued customers from anywhere in the **United Kingdom**.
Key responsibilities include:
- Responding to customer inquiries and resolving issues in a timely and efficient manner.
- Diagnosing and troubleshooting technical problems with our products and services.
- Escalating complex issues to appropriate internal teams and ensuring follow-up until resolution.
- Documenting customer interactions and feedback accurately in our CRM system.
- Developing and maintaining a comprehensive knowledge base of product information and solutions.
- Proactively identifying trends in customer inquiries and suggesting improvements to products or services.
- Training and mentoring junior support staff.
- Contributing to the development of support policies and procedures.
- Maintaining a high level of customer satisfaction through excellent service delivery.
The ideal candidate will possess strong communication, interpersonal, and problem-solving skills. You should have a proven track record in customer service, preferably within a technical or software environment. Experience with ticketing systems and remote collaboration tools is essential. While this role is fully remote, you must be based within the UK and have a dedicated, quiet workspace with a reliable internet connection to ensure optimal performance. You should be comfortable working independently and as part of a distributed team, demonstrating excellent time management and organizational skills. A passion for helping others and a commitment to exceeding customer expectations are paramount for success in this role. Join our client in their mission to deliver unparalleled support to their valued customers from anywhere in the **United Kingdom**.
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6
Senior Customer Support Specialist
NE31 1ES Sunderland, North East
£25000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Specialist to join their vibrant customer service department. This role is crucial for ensuring our customers receive exceptional support and assistance, maintaining high satisfaction levels. You will act as a primary point of contact for customer inquiries, resolving issues efficiently and effectively, and contributing to the continuous improvement of our support services.
Responsibilities:
Qualifications:
Responsibilities:
- Handle complex customer inquiries via phone, email, and chat, providing timely and accurate resolutions.
- Troubleshoot and diagnose technical or service-related issues, escalating when necessary.
- Guide customers through product features, troubleshooting steps, and service options.
- Maintain detailed and accurate customer records in the CRM system.
- Develop and update knowledge base articles and FAQs to assist customers and colleagues.
- Train and mentor junior customer support staff, sharing best practices and product knowledge.
- Identify trends in customer issues and provide feedback to relevant departments for product and service enhancements.
- Contribute to the development and implementation of improved customer service processes and protocols.
- Assist with customer feedback initiatives and surveys to gauge satisfaction levels.
- Ensure all customer interactions adhere to company policies and quality standards.
- Handle customer complaints with empathy and professionalism, striving for first-contact resolution.
Qualifications:
- Proven experience in a customer service or helpdesk role, with at least 2 years in a senior capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to remain calm and professional under pressure.
- Experience in training or mentoring team members is highly desirable.
- A proactive approach to customer service and a passion for delivering exceptional experiences.
- Familiarity with (Specific Product/Service Industry - e.g., SaaS, E-commerce, Telecoms) is a plus.
- Ability to work independently and as part of a collaborative team in a physical office environment.
- Detail-oriented with strong organisational skills.
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Support Specialist
NE1 1DT Newcastle upon Tyne, North East
£28000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an experienced and empathetic Senior Customer Support Specialist to join their thriving customer service department in Newcastle upon Tyne, Tyne and Wear, UK . This role is pivotal in providing exceptional support to our client's diverse customer base, resolving complex inquiries, and contributing to the continuous improvement of customer service processes. The ideal candidate will possess excellent communication skills, a deep understanding of customer service best practices, and a passion for helping others. This hybrid role offers a balance of in-office collaboration and remote flexibility.
Key responsibilities include:
What we're looking for:
Key responsibilities include:
- Handling high-volume inbound customer inquiries via phone, email, and live chat, demonstrating patience and professionalism.
- Investigating and resolving complex customer issues, escalating when necessary to appropriate departments.
- Providing detailed product information and technical assistance to customers.
- Documenting all customer interactions accurately in the CRM system.
- Training and mentoring new customer service representatives, sharing best practices.
- Identifying trends in customer inquiries and providing feedback to management for service enhancements.
- Developing and updating knowledge base articles and FAQs.
- Contributing to team meetings, sharing insights and suggestions for improvement.
- Maintaining a high level of customer satisfaction through proactive and efficient service.
- Participating in customer feedback initiatives and satisfaction surveys.
What we're looking for:
- Proven experience as a Customer Support Representative or similar role, with at least 3 years in a senior or lead capacity.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong problem-solving and critical-thinking skills.
- Proficiency in CRM software and helpdesk systems.
- A patient and empathetic approach to customer interactions.
- Ability to work independently and as part of a collaborative team.
- Experience in training or mentoring junior staff is highly desirable.
- Familiarity with (mention a relevant industry, e.g., SaaS, E-commerce, FinTech) is a plus.
- Excellent organisational skills and attention to detail.
- A proactive attitude towards continuous learning and service improvement.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
SR1 2TT Sunderland, North East
£30000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is seeking an experienced and highly motivated Senior Customer Support Specialist to join their dynamic, fully remote team. This role is critical in ensuring our customers receive exceptional service and timely resolution of their queries. As a Senior Specialist, you will act as a point of escalation for complex issues, mentor junior team members, and contribute to the continuous improvement of our support processes and knowledge base. You will be responsible for handling inbound customer inquiries via email, live chat, and phone, providing accurate and comprehensive information about our products and services. Your ability to diagnose and troubleshoot technical problems, guide users through solutions, and maintain a high level of customer satisfaction will be paramount. We are looking for an individual who is passionate about delivering outstanding customer experiences, possesses excellent communication skills, and thrives in an independent, remote work environment. The ideal candidate will have a proven track record in customer support, a strong understanding of support ticketing systems, and the ability to adapt quickly to new technologies and product updates. You will also be involved in identifying trends in customer feedback and collaborating with other departments to implement necessary changes. This is a fantastic opportunity to grow your career within a supportive and forward-thinking organization, working from the comfort of your own home in or around Sunderland, Tyne and Wear, UK . The role requires a proactive approach, strong problem-solving skills, and a genuine desire to help others succeed. You will be expected to maintain detailed records of customer interactions and resolutions within our CRM system.
Responsibilities:
Responsibilities:
- Handle high volumes of customer inquiries via various communication channels.
- Troubleshoot and resolve technical and non-technical customer issues efficiently.
- Provide clear, concise, and accurate information and solutions.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Mentor and train junior customer support representatives.
- Contribute to the development and maintenance of support documentation and knowledge base articles.
- Identify customer needs and help shape product improvements.
- Maintain a high level of customer satisfaction and engagement.
- Monitor customer feedback and report on trends.
- Adhere to all company policies and procedures.
- Proven experience in a customer support or helpdesk role, preferably in a senior capacity.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
- Ability to work independently and manage time effectively in a remote setting.
- Experience in a remote-first or hybrid work environment is highly advantageous.
- A passion for customer service and building positive customer relationships.
- Ability to learn new products and technologies quickly.
- Team player with a collaborative attitude.
- Available to work flexible hours as needed to cover customer support needs.
This advertiser has chosen not to accept applicants from your region.
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