1669 Customer Service Representatives jobs in Stoke on Trent

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Do you have experience in a customer service role, helping clients solve problems and answer questions?
Are you looking for a position with a company that’s passionate about growth and development?
Would you like to be part of a team at a company that’s achieving record-breaking success?

Talos360 is hiring a Customer Support Agent!

In this role, you’ll be assisting our customers with questions, guiding them through our software, and ensuring they have a smooth and positive experience. If you enjoy helping people and being part of a team that values excellence, this is the role for you.

Position : Customer Support Agent

Location:  Warrington (Easily accessible from the M62)

Salary:   Up to £30,000 DOE + benefits

Why join Talos360?

Talos360 awards include:

•    1st Best Workplace in Europe 2024 (medium category)

•    1st Best Workplace in the UK 2024 (medium category)

•    1st Best Workplace for Development 2024 (medium category)

With modern offices featuring a fully stocked bar and a casual dress code, we promote a relaxed work atmosphere. Talos360 definitely stands out from the crowd. Our people-centric culture sets us apart; we strive for results while ensuring our people are at the forefront of everything we do.

The Role:

As a Customer Support Agent, you will be responsible for supporting our customers that use our technology platforms including Talos ATS and Talos Engage. You will handle enquiries, requests, queries through the Support Portal, using Intercom and Live Chat. You will provide support on the customer systems, offering appropriate response to queries and solutions. As a Customer Support Agent, you'll receive comprehensive training on our processes, products, and services.

This Role Is Suited For:

Individuals experienced in business to business customer service, who have strong communication skills and enjoying using lots of different systems. Being able to multitask and solve problems is essential for our Customer Support Agent.  

If you're seeking success, aiming to make a difference, and want to be part of a growing, and developing business where you can thrive, apply now to be our Customer Support Agent! Let's see if we're a perfect match!

• Respond to customer inquiries and resolve issues promptly and efficiently via phone, email, and chat.
• Troubleshoot and diagnose technical problems with the company's products or services.
• Provide clear and concise instructions and guidance to customers.
• Educate customers on product features and best practices.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to appropriate technical teams when necessary.
• Identify trends in customer issues and provide feedback to product development teams.
• Contribute to the knowledge base by creating and updating support articles.
• Maintain a high level of customer satisfaction and loyalty.
• Collaborate with team members and other departments to ensure a seamless customer journey.

• Proven experience in a customer service or technical support role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Patience and a customer-centric attitude.
• Proficiency with CRM software and ticketing systems.
• Ability to multitask and manage time effectively.
• Familiarity with technology products and services.
• Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.
• High school diploma or equivalent; associate's or bachelor's degree is a plus.
• Experience in troubleshooting software or hardware issues is highly desirable.

• Provide high-level technical and customer service support via email, phone, and chat channels.
• Handle escalated customer issues, ensuring prompt and satisfactory resolution.
• Mentor, train, and guide junior customer support representatives, fostering a collaborative and supportive team environment.
• Develop and maintain comprehensive support documentation, FAQs, and knowledge base articles.
• Analyze customer feedback and support trends to identify areas for service improvement.
• Collaborate with product and engineering teams to report bugs and suggest feature enhancements based on customer insights.
• Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction scores.
• Contribute to the development and implementation of new support tools and technologies.
• Participate in defining and refining customer support policies and procedures.
• Act as a subject matter expert for company products and services.

• Proven experience in a customer service or technical support role, with at least 3 years in a lead or senior capacity.
• Excellent verbal and written communication skills, with the ability to explain complex information clearly and concisely.
• Strong problem-solving and troubleshooting abilities.
• Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, HubSpot Service Hub).
• Ability to manage multiple priorities and work effectively under pressure in a remote setting.
• Demonstrated leadership potential or experience in mentoring team members.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in common office software suites.
• A proactive approach to learning about new products and services.
• Previous experience in a fully remote role is advantageous.

• Respond to customer inquiries via phone, email, and chat in a professional and empathetic manner.
• Provide accurate information about services, programs, and initiatives.
• Assist users in navigating resources and accessing support.
• Document all interactions and maintain up-to-date customer records.
• Identify and escalate complex issues to the appropriate departments.
• Contribute to maintaining and updating the knowledge base with frequently asked questions and solutions.
• Handle sensitive information with discretion and confidentiality.
• Work collaboratively with team members to ensure seamless support delivery.
• Gather feedback from users to help improve services.
• Uphold the values and mission of the organization in all interactions.

• Previous experience in customer service or support roles is highly preferred.
• Excellent verbal and written communication skills.
• Strong listening skills and a patient, empathetic approach.
• Ability to quickly learn and retain information about services and procedures.
• Proficiency with standard office software and communication tools.
• Ability to work independently and manage time effectively in a remote environment.
• A genuine passion for supporting charitable causes and making a difference.
• Strong organizational skills and attention to detail.
• High school diploma or equivalent required; relevant certifications are a plus.
• Experience working within the charity or non-profit sector is advantageous.

• Provide advanced technical support to customers via phone, email, and chat, resolving issues promptly and efficiently.
• Troubleshoot and diagnose complex technical problems with software products, identifying root causes.
• Document customer interactions, resolutions, and technical issues accurately in the CRM system.
• Escalate unresolved issues to higher-tier support or development teams, providing detailed information.
• Develop and maintain a comprehensive knowledge base of product information, FAQs, and troubleshooting guides.
• Assist in training new customer support team members on products and procedures.
• Proactively identify trends in customer issues and provide feedback to product development teams for improvement.
• Contribute to the improvement of support processes and customer service standards.
• Manage customer expectations and ensure timely follow-up on all support requests.
• Provide feedback on product usability and suggest enhancements based on customer interactions.
• Maintain a high level of customer satisfaction through professional and empathetic service.
• Participate in cross-functional team meetings to discuss customer needs and resolutions.

• Proven experience in a customer support or technical support role, preferably with software products.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software and ticketing systems.
• Ability to manage multiple tasks and prioritize effectively in a dynamic environment.
• Experience working in a hybrid work setting, demonstrating self-discipline and effective remote collaboration.
• Customer-centric mindset with a dedication to providing outstanding service.
• Familiarity with remote support tools and technologies.
• Ability to work independently and as part of a team.
• A relevant IT qualification or certification is advantageous.

• Provide expert-level technical and customer support for a range of products/services.
• Handle escalated customer issues, ensuring timely and satisfactory resolution.
• Mentor and train new and existing customer support representatives.
• Develop and maintain customer support documentation and knowledge base articles.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams (e.g., product, engineering) to resolve complex issues.
• Contribute to the continuous improvement of customer support processes and strategies.
• Uphold high standards of customer service and client satisfaction.
• Participate in regular team meetings and provide input on service enhancements.

• Proven experience in a customer support or technical support role, with at least 3 years in a lead or senior capacity.
• Strong understanding of customer service principles and practices.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Superb communication (written and verbal) and interpersonal skills.
• Ability to effectively manage time and prioritize tasks in a dynamic environment.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to work effectively in a hybrid work model, splitting time between office and remote work.
• A customer-centric mindset with a passion for delivering outstanding service.

• Lead, coach, and mentor a team of customer support representatives.
• Monitor team performance, set goals, and conduct regular performance reviews.
• Handle complex and escalated customer inquiries and complaints, providing timely and effective resolutions.
• Develop and implement customer support strategies and procedures to improve efficiency and customer satisfaction.
• Train new team members and provide ongoing training to the existing team.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Analyse customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and enhance product/service offerings.
• Prepare and present regular reports on team performance and key metrics to management.
• Maintain a deep understanding of our products/services to provide accurate support.

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong ability to motivate and lead a team.
• Proficiency in customer support software and CRM systems.
• Experience in conflict resolution and de-escalation techniques.
• Ability to analyse data and generate actionable insights.
• High school diploma or equivalent; a degree in a related field is a plus.
• Organisational skills and attention to detail.
• Adaptability and resilience in a fast-paced environment.

• Providing high-level customer support via phone, email, and live chat, addressing inquiries and resolving issues efficiently.
• Handling escalated customer complaints and complex technical or product-related problems.
• Troubleshooting product issues, guiding customers through step-by-step solutions.
• Maintaining detailed and accurate customer records in the CRM system.
• Identifying customer needs and recommending appropriate products or services.
• Collaborating with other departments (e.g., sales, technical teams) to resolve customer issues effectively.
• Developing and updating customer support documentation, FAQs, and knowledge base articles.
• Training and mentoring junior customer support representatives, sharing best practices and product knowledge.
• Monitoring customer feedback and identifying areas for service improvement.
• Contributing to team goals and performance metrics.
• Staying informed about product updates, new features, and company policies.

• Proven experience as a Customer Support Specialist or in a similar customer-facing role, with a minimum of 3 years in a senior capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM software and customer support ticketing systems.
• Deep product knowledge and the ability to explain technical information clearly.
• Patience, empathy, and a customer-centric approach.
• Ability to work effectively in a team and independently.
• Experience in training or mentoring junior staff is highly desirable.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.