78 Customer Service Representatives jobs in Stockton on Tees

Where : Darlington

Full time : Permanent

Salary : £21,620.00 per year

The Role
 

Are you bold and want to get paid? A little bit brilliant but want to keep learning? And really clear you want to start a career? If so, wow, you could really be EE.
 

Join our multi award winning Apprenticeship scheme and you’ll use your charm, enthusiasm and belief to ensure our customers experience the best of EE every time they talk to us. In our customer service team you'll be talking over the phone to customers with all sorts of broadband tech-related queries. You could be helping someone with a simple router question or something that needs a bit more work and ownership, you’ll be there for the customer supporting them all the way.  
 

You can come from any background  and all you need is the energy, talent and ambition to launch an amazing career at EE. So buckle up and get ready to learn loads, earn fast, receive training towards an NVQ  and enjoy all the extras you’d expect from Britain’s most cutting-edge mobile network.

We are more than a team  at EE; we are a family , and this ethos includes our customers too. This means that your role will be to make sure our customers receive an exceptional and personal  service every single time.  

Your Future With Us
 

We are passionate  about helping you progress your career and are committed to your growth and development. When the time is right for you, we’ll be right there and will do everything we can to help you get to where you want to be.

Wondering If You’re What We’re Looking For?
 

We believe in a completely personal  environment, where you’re treated like you want to be treated. We’re committed  to working together to build a community  where everyone feels they belong. Whatever your age , race , sexuality , disability , religion  or gender  identity , we recognise and celebrate  our differences and embrace diversity  at all levels. Everyone is welcome  at EE.

Wondering What’s In It For You?
 

Being part of the EE family brings a huge number of benefits including the below:

• A great  starting salary of £21,620  plus incentives  throughout the year
• Huge  discounts of EE & BT products including your Mobile and Broadband – saving you hundreds  of  pounds  every year
• Volunteering days, so you can give back  to your local community
• Optional Private Healthcare and Dental, for you  and the family
• A share scheme where you can invest  in the company at a discounted  rate
• 25 days holiday  with the option to buy more
• Optional Pension scheme to protect  your future
• Critical Illness  cover
• Childcare  vouchers
• Gym membership discounts
• Discounts  off attractions for the family  all year round
• The smaller bits like; free  parking on our sites, subsided canteen, free  tea and coffee, and even a concierge

What Are You Waiting For?
 

If you think you’d be a great fit we’d love to hear from you. Reach out to get the conversation started!

• 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.

• 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.

• 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.

• Responding to customer queries via phone, email, and live chat in a prompt and professional manner.
• Diagnosing and resolving technical issues with our software products, escalating to higher technical teams when necessary.
• Guiding customers through product features and functionalities, providing clear and concise instructions.
• Documenting all customer interactions and resolutions in the CRM system.
• Proactively identifying trends in customer issues and providing feedback to product development teams.
• Training and mentoring junior support staff.
• Contributing to the development of knowledge base articles and support documentation.
• Participating in regular team meetings and contributing to process improvements.
• Collaborating with sales and account management teams to ensure seamless customer onboarding and ongoing support.
• Maintaining up-to-date knowledge of our product suite and industry best practices.

• Resolve complex customer issues and escalations.
• Mentor and guide junior customer support team members.
• Create and maintain support documentation and FAQs.
• Analyze customer feedback to identify areas for improvement.
• Collaborate with product and engineering teams on issue resolution.
• Ensure adherence to service level agreements (SLAs).
• Provide exceptional support via multiple communication channels.

• Previous experience in a senior customer support or helpdesk role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM and ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Demonstrated commitment to customer satisfaction.

• Provide exceptional customer support via phone, email, and live chat.
• Resolve customer inquiries, issues, and complaints in a timely and professional manner.
• Troubleshoot technical problems and provide clear, actionable solutions.
• Document all customer interactions accurately within the CRM system.
• Contribute to the creation and maintenance of customer support documentation and FAQs.
• Identify trends in customer inquiries and escalate recurring issues to management.
• Maintain a high level of product knowledge and service expertise.
• Build rapport and foster positive relationships with customers.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate effectively with remote team members and other departments.

• Previous experience in a customer service or support role is highly desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening abilities.
• Proficiency with computers and common software applications.
• Ability to work independently and manage time effectively in a remote setting.
• A positive attitude and a genuine desire to help others.
• Reliable internet connection and a suitable home office environment.
• Experience with CRM software is a plus.

• Lead and manage a remote customer support team, fostering a culture of excellence.
• Develop and implement effective customer support strategies, policies, and procedures.
• Oversee daily operations of customer support channels, ensuring timely and accurate resolutions.
• Set and monitor key performance indicators (KPIs) and service level agreements (SLAs).
• Conduct regular performance reviews and provide coaching to support representatives.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to address customer issues and enhance product/service offerings.
• Manage customer escalations and resolve complex support issues effectively.
• Implement and optimize customer support tools and technologies.
• Develop and deliver training programs for the support team.

• Proven experience in customer support management or a related leadership role.
• Demonstrated success in managing and motivating remote teams.
• In-depth knowledge of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Ability to develop and implement effective support strategies.
• Strong understanding of customer journey mapping and experience optimization.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Troubleshoot and resolve customer issues efficiently, escalating complex problems when necessary.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer satisfaction and loyalty.
• Follow communication procedures, guidelines, and policies.
• Collaborate with other departments to resolve customer issues effectively.
• Proactively identify and report product or service issues.
• Contribute to the development of customer support documentation and FAQs.
• Achieve individual and team-based customer service metrics.
• Maintain a high level of product knowledge.

• Proven customer support or client service experience.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computers and common software applications.
• Experience with CRM systems is a plus.
• Ability to multitask, prioritize, and manage time effectively.
• A patient and empathetic approach to customer interactions.
• Ability to work independently and as part of a remote team.
• High school diploma or equivalent; further education or relevant certifications are advantageous.
• A genuine passion for helping customers and delivering outstanding service.