2020 Customer Service Representatives jobs in Tunstall

• Respond to customer inquiries via email, phone, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing accurate and effective solutions.
• Educate customers on product features, services, and policies.
• Maintain detailed records of customer interactions, transactions, comments, and complaints.
• Identify and escalate priority issues to the appropriate internal teams.
• Contribute to the development of customer support documentation and FAQs.
• Gather customer feedback and share insights with relevant departments to improve products and services.
• Ensure a high level of customer satisfaction by providing excellent service.
• Adhere to company policies and procedures regarding customer service and data privacy.
• Continuously seek opportunities to enhance customer experience and build loyalty.
• Manage customer accounts and ensure information accuracy.

• High school diploma or equivalent; further education or relevant certification is a plus.
• Proven experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Ability to manage time effectively and prioritize tasks in a remote environment.
• Proficiency with CRM software and helpdesk ticketing systems.
• A reliable internet connection and a dedicated workspace for remote work.
• Ability to work independently and as part of a virtual team.
• A positive attitude and a strong work ethic.

About Us

Here at Culligan UK Limited we have developed a culture of putting our customers at the heart of everything we do and that’s been the engine that has driven us to becoming the UK’s leading specialists at providing drinking water solutions.

Core business hours: Monday to Friday 08.45 – 17.00

With a start date of 29th July 2024

The Role:

We're hiring Customer Service Executives for our Head Office in Wolverhampton to join our Customer Support Teams. In this role, you'll be responsible for addressing customer queries and disputes primarily via telephone, live chat and email. Strong communication skills, along with impeccable spelling and grammar, are essential for success in this position. If you're ready to join a dynamic team and make a difference in customer satisfaction, we want to hear from you! Apply today.

Technical Support Team

Assisting our customers when their water dispenser is not behaving, you will carry out troubleshooting checks to try and resolve the issue over the phone and get the machine running again.  Raising work orders for engineer call outs, actioning servicing requests and confirming attendance dates are all part of the daily jobs, as well as providing help and advice on our product range.  This is a very busy team looking after our customers by phone, email and live chat.

Billing Solutions Team
Are you passionate about crunching numbers, clarifying invoices for customers, and ensuring accuracy in billing? Do you thrive on resolving discrepancies before customers make payments and excel at collecting payments efficiently? If you enjoy assisting with billing queries and negotiating prices and agreements confidently, then this role is for you. Join us in this dynamic and varied position where every day brings new challenges and opportunities to make a difference!

Customer Loyalty Team
If you're passionate about retaining customers and turning challenging situations into opportunities for long-term loyalty, then this is the team for you. We specialize in being there when things go wrong, ensuring that even in difficult moments, we uphold our commitment to customer satisfaction. You'll have the autonomy to take ownership of issues and make decisions aimed at retaining customers. Collaborating with other teams across the business, you'll work to continuously improve our customer retention strategies. Join us and be part of a team dedicated to not only resolving problems but also fostering lasting relationships with our valued customers. Apply now and help us make every customer experience a positive one!

Requirements

Desirable:

• 2+ years of customer experience in either a call centre or customer facing environment
• Excellent communication and problem-solving skills.
• Ability to work well independently and in a team.
• Microsoft 365 experience
• Good computer skills

Join Us: If you're passionate about delivering great customer experiences and want to be part of a fun and dynamic team, we'd love to hear from you! Apply now by sending your CV!

Benefits

• 23 days' holiday + Bank Holidays - increasing with long service (pro rata)
• Christmas holiday shut down
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Enhanced Paternity & Maternity benefits
• Shopping discounts via Perks for Work scheme
• 24 hours access to Employee Assistance Programme + Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression
• Business casual dress code
• Bonus Schemes and incentives
• Newly refurbished offices
• Hybrid working opportunities may be available

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Troubleshoot and resolve technical and non-technical customer issues effectively.
• Provide detailed information about products and services.
• Guide customers through product features and functionalities.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to the appropriate departments when necessary.
• Identify and communicate trends in customer issues to improve products and services.
• Maintain a high level of customer satisfaction through efficient and friendly service.
• Adhere to company policies and procedures.
• Participate in ongoing training and development programs.

• Proven experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and active listening skills.
• Proficiency with CRM software and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Reliable high-speed internet connection and a suitable home office environment.
• Demonstrated ability to adapt to new technologies and processes.

• Managing and resolving high-priority customer escalations.
• Mentoring and guiding junior support team members.
• Developing and maintaining comprehensive knowledge base articles and FAQs.
• Identifying recurring customer issues and collaborating with product development teams to implement solutions.
• Analyzing customer feedback to identify areas for service improvement.
• Ensuring all customer interactions are logged accurately and promptly in the CRM system.
• Adhering to strict service level agreements (SLAs) for response and resolution times.
• Contributing to the continuous improvement of customer support processes and tools.
• Participating in regular team meetings and contributing to a positive and collaborative remote work environment.

• Provide expert-level technical support to customers via multiple channels, including email, phone, and chat.
• Diagnose and resolve complex software and hardware issues reported by customers.
• Troubleshoot application errors, connectivity problems, and user configuration issues.
• Document customer interactions, technical issues, and resolutions accurately in the CRM system.
• Create and maintain comprehensive technical documentation, knowledge base articles, and FAQs.
• Escalate unresolved issues to appropriate internal teams (e.g., development, product management) and track them to resolution.
• Identify trends in customer issues and provide feedback to product development teams for improvements.
• Assist in training and mentoring junior support staff.
• Proactively identify opportunities to improve the customer support process and tools.
• Participate in the development and testing of new product features from a support perspective.
• Manage customer expectations and ensure timely communication regarding issue status.
• Handle customer complaints and challenging situations with professionalism and empathy.
• Contribute to building a strong customer support knowledge base.
• Stay up-to-date with product updates and new features.
• Provide feedback on product usability and customer pain points.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in a customer support or technical support role, preferably in a software or technology environment.
• Proven ability to diagnose and resolve complex technical issues.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent written and verbal communication skills, with a talent for explaining technical concepts clearly and concisely.
• Proficiency with CRM systems and helpdesk ticketing software.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Customer-centric mindset with a passion for providing exceptional service.
• Experience with remote support tools and methodologies.
• Ability to work independently and collaboratively within a remote team.
• Familiarity with SaaS products and cloud environments is a plus.

• Handle inbound customer inquiries via phone, email, and live chat.
• Troubleshoot and resolve technical and service-related issues efficiently.
• Manage and escalate complex customer issues to appropriate teams.
• Develop and maintain a comprehensive understanding of company products and services.
• Train and mentor new customer support representatives.
• Contribute to the development and maintenance of the customer support knowledge base.
• Analyze customer data to identify trends and areas for service improvement.
• Ensure all customer interactions are logged accurately in the CRM system.
• Collaborate with product and engineering teams to provide customer feedback.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.

• Proven experience in a customer service or technical support role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A proactive and positive attitude towards customer service.
• Experience in a supervisory or mentoring role is a plus.
• Ability to work effectively in a hybrid environment.