300 Customer Service Representatives jobs in Walsall

Facilities Service Desk Analyst

Permanent

Remote / Home based

We are looking for a Facilities Service Desk Analyst to join our friendly and dynamic team here at Waterstones. This is a home-based role with occasional travel to our Birmingham office.

You will be working in a small team and providing a high-quality service to our 300+ stores across the UK and Europe, liaise with internal departments including the maintenance team. You will also need to liaise with external account managers, contracts managers, technical managers and engineers. The role will be remotely based reporting into the FM Service Desk Supervisor

What you will be doing

• Taking inbound calls from our Bookshop teams and logging details of the issue.
• Liaising with your Supervisor and allocated Area Managers to prioritise works.
• Reporting on PPM and reactive breakdowns measured against SLA’s and KPI’s
• Coordinating quoted works and raising purchase orders
• Managing escalations in an appropriate and timely manner

What we need from you

• Experience working on a service desk and taking inbound calls.
• Experience working for a service & maintenance contractor within building services/ HVAC service/ maintenance / FM
• A qualification in reporting and/or Health & Safety would be an advantage

Person Profile

• Excellent verbal and written communication skills
• Process Driven
• Common Sense
• Ability to prioritise and assess what should take priority

Why work for Waterstones

At Waterstones, everything we do is about our customers, and we work hard to provide them with the best possible shopping experience, one that will make them want to visit time and time again. We strive to consistently deliver fantastic customer service, whether recommending a book or a gift, keeping our shops beautifully stocked, helping in our lovely Café W’s, or keeping the wheels turning efficiently behind the scenes. Working with us, you will get to use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop (including a virtual one).

In return, you will be working in a role that can make a real difference to Waterstones, work in a friendly and dynamic team and get to benefit from our excellent discount in shops and waterstones.com.

If you have the relevant essential experience and you are interested, we would love to hear from you.

Customer Support Executive

The primary purpose of this role will be to manage all customer contact and enquiries throughout the duration of the contract, whilst delivering a professional high standard of customer service.

The job holder is required to handle telephone enquiries and to administer all customer requests using an in-house contract management system.

The job holder will be expected to use their initiative in identifying robust solutions for customer requirements and to identify renewal opportunities to enhance Leasys revenue.

All duties performed respecting Leasys service level objectives whilst maintaining quality standards and customer expectations.

Main responsibilities include:

• Provide an exceptional telephone service to all customers, ensuring department service levels are met and that a high-quality service is delivered.
• The job holder will be expected to understand customer requirements and provide suitable solutions that are consistent with relevant company processes and procedures, whilst focusing on customer retention and identifying renewal opportunities
• Manage all customer requests during the life of the contract using an in-house contract management system, to include complex enquiries such as financial modifications. Individuals will be expected to use their initiative to find solutions that meet the needs of the customer and to recognise when escalation to management is required.
• Manage the end of contract process to ensure prompt return of all vehicles and pro-actively identify opportunities for extensions or renewals where appropriate. Develop expertise and knowledge in relation to vehicle condition standards to ensure efficient management of end of contact charges and associated enquiries.
• Drive the NPS survey by recommending customers when liaising on the telephone or via email to enable positive promoter feedback.
• Manage complex or difficult enquiries both verbally and by providing tailored written responses, ensuring all possible solutions to avoid customer dissatisfaction are considered. Where necessary report and feedback dissatisfaction or complaints respecting relevant company procedures
• Maintain a current and comprehensive knowledge of products, procedures, and systems to act as a centre of expertise for customers, the dealer network, key suppliers, and internal departments. You will need to understand and maintain awareness of compliance and ensure that our regulatory obligations are met by following the procedures in place.
• Act on customer feedback by identifying opportunities to improve the overall customer experience, whilst taken into consideration operational efficiencies. Where appropriate identify inadequacies in systems, processes, and internal controls, by providing solutions and recommendations to the Customer Support Manager aimed at improving both customer service and departmental performance.
• Contribute to the creation and subsequent implementation of new initiatives with the objective of improving revenue, efficiencies, and customer satisfaction.
• Build and maintain relationships with the dealer network, field sales teams and other internal departments
• Optimise the conversion of new business opportunities, by working proactively in order to increase renewal opportunities.
• Increase the penetration of additional value adding products / services through effective modelling and presentation of quotations and identifying upselling opportunities.
• Undertake regular training to maintain awareness of compliance with various statutory and regulatory requirements, FCA requirements, FOS rules and regulations, Treating Customers Fairly, disclosure of confidential information, money laundering and liaison with various regulatory bodies.
• In the absence of team colleagues, provide a seamless customer experience for all customers.
• Undertake ad-hoc duties as required by the Leasys Customer Support Manager or Head of Customer Support

The ideal candidate will have:

• GCSE/AS/A level or equivalent in Maths and English
• Previous experience required (please state if essential or desirable):
• Experience in Customer Services essential and within a call centre environment desirable
• Desirable to have knowledge and experience of administering leasing products.
• Excellent communication skills required – ability to communicate both verbally and in writing.
• Strong numeric and analytical skills with meticulous attention to detail
• Ability to use Excel at basic level is preferred.
• Knowledge of Contract Hire and Leasing industry - Preferred.
• Effective communication skills: ability to liaise and communicate with external customers, suppliers, and internal departments at all levels.
• Ability to prioritise and multi-task.
• Good communication skills, written and verbal.
• Ability to use own initiative.
• Able to work to deadlines.
• A team player.

Stellantis is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of race, colour, religion, sex, national origin, sexual orientation, disability or gender identity. Stellantis are also accredited with the Defence Employer Recognition Scheme (ERS) Gold Award, that recognises organisations that pledge, demonstrate or advocate support to the armed forces community. Service Personnel and their families are therefore encouraged to apply. Please contact our recruitment team if you would like to discuss anything further or if you require any form of reasonable adjustments for any part of the recruitment process.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide technical assistance and troubleshooting for software-related issues, guiding users through solutions.
• Accurately diagnose and resolve customer problems, escalating complex issues to appropriate teams when necessary.
• Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features and best practices to enhance their user experience.
• Contribute to the development of knowledge base articles and FAQs to support self-service customer support.
• Identify trends in customer issues and provide feedback to the product development and quality assurance teams.
• Meet or exceed individual and team performance targets for response times and customer satisfaction.
• Collaborate with team members to share knowledge and best practices for customer support.
• Maintain a positive and empathetic attitude, representing the company's commitment to excellent customer service.

• Previous experience in a customer service or technical support role is highly preferred.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Familiarity with software applications and troubleshooting techniques.
• Ability to work independently and as part of a team, both remotely and in an office environment.
• A patient, empathetic, and customer-centric approach.
• Ability to manage multiple tasks and prioritize effectively.
• High school diploma or equivalent; further education or certifications in IT or customer service are a plus.

• Lead, train, and mentor a team of customer service representatives to achieve high performance standards.
• Oversee daily customer support operations, ensuring prompt and accurate resolution of inquiries via phone, email, and chat.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Develop and implement customer service policies and procedures to enhance customer satisfaction and loyalty.
• Monitor customer service metrics and key performance indicators (KPIs), reporting on team performance and identifying trends.
• Collaborate with other departments to gather customer feedback and drive product/service improvements.
• Maintain an up-to-date knowledge base of company products, services, and support procedures.
• Contribute to the development of training materials for new and existing team members.
• Uphold the company's commitment to delivering outstanding customer service.
• Participate in team meetings and provide insights into customer service challenges and opportunities.

• Previous experience in a customer service or helpdesk role, with at least 1-2 years in a supervisory or leadership capacity.
• Excellent communication, active listening, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to motivate and guide a team effectively.
• Experience in managing customer escalations and de-escalating tense situations.
• Familiarity with different communication channels (phone, email, live chat).
• A positive attitude and a passion for helping customers.
• Ability to work effectively in a hybrid work model, balancing remote and in-office responsibilities.

• Lead, coach, and mentor a team of customer support representatives, fostering a high-performance culture.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
• Develop and implement customer support policies and procedures to enhance service quality and efficiency.
• Monitor support team performance metrics, identifying trends and areas for improvement.
• Handle escalated customer complaints and complex technical issues, providing expert solutions.
• Train new support staff on products, services, and support best practices.
• Collaborate with other departments (e.g., Sales, Product Development) to resolve customer issues and improve the customer experience.
• Contribute to the knowledge base and self-help resources for customers and support agents.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Manage team schedules and workload to ensure adequate coverage.
• Act as a point of escalation for complex customer queries.

• Minimum of 3 years of experience in a customer support role, with at least 1 year in a team lead or supervisory capacity.
• Proven experience managing and motivating a customer support team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Proficiency in customer support software and CRM systems (e.g., Zendesk, Salesforce).
• Exceptional communication, interpersonal, and active listening skills.
• Ability to work effectively in a hybrid work environment, balancing remote and in-office responsibilities.
• Strong organisational and time management skills.
• Experience in technical support or helpdesk environments is highly desirable.
• A customer-first attitude with a passion for delivering outstanding service.
• Right to work in the UK.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve customer issues efficiently, escalating complex problems to appropriate departments when necessary.
• Provide accurate information about products, services, and company policies.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify trends in customer issues and provide feedback to management for service improvements.
• Assist with customer onboarding and guide them through product features.
• Process orders, returns, and exchanges according to company procedures.
• Build rapport with customers and foster strong, lasting relationships.
• Contribute to team goals and performance metrics.
• Stay up-to-date with product knowledge and company updates.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• A customer-centric mindset with a passion for helping others.
• Good organizational skills and attention to detail.
• Ability to work effectively as part of a team in a busy office environment.
• Familiarity with general IT troubleshooting is a plus.
• A flexible and adaptable approach to work.

• 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.