What Jobs are available for Customer Service in Inverurie?

Key Responsibilities:

Qualifications:

Skills:

What We Offer:

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets.
• Oversee daily operations of the customer service department, ensuring efficient workflow and prompt issue resolution.
• Handle escalated customer inquiries and complaints, providing effective solutions and maintaining customer satisfaction.
• Train new team members on company policies, procedures, and customer service best practices.
• Monitor team performance, conduct regular one-on-one meetings, and provide constructive feedback.
• Develop and implement strategies to improve customer service efficiency and quality.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to resolve complex customer issues and enhance the overall customer journey.
• Ensure adherence to service level agreements (SLAs) and company standards.
• Contribute to the development and refinement of customer service protocols and documentation.
• Maintain a positive and professional team environment.

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or team lead capacity.
• Strong leadership, coaching, and team management skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Demonstrated ability to handle difficult customer situations effectively.
• Proficiency in customer service software and CRM systems.
• Solid understanding of customer service principles and best practices.
• Ability to analyze data and identify areas for service improvement.
• Strong organizational and time management skills.
• Ability to work effectively in both a remote and in-office environment.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

• Lead, coach, and motivate a team of customer service representatives to achieve performance targets and deliver outstanding customer experiences.
• Monitor team performance, analyze key metrics (e.g., response times, resolution rates, customer satisfaction scores), and identify areas for improvement.
• Conduct regular one-on-one meetings with team members to provide feedback, support, and career development guidance.
• Handle escalated customer inquiries and complaints, resolving complex issues effectively and efficiently.
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Contribute to the development and refinement of customer service policies and procedures.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Collaborate with other departments to resolve customer issues and improve overall service delivery.
• Maintain accurate records of customer interactions and team performance.
• Foster a positive and productive team environment.
• Stay informed about product updates and company policies to provide accurate support.
• Champion the customer's voice within the organization.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent leadership, coaching, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Excellent communication, active listening, and conflict resolution skills.
• Ability to work effectively in a remote team environment and manage performance remotely.
• Strong organizational and time management skills.
• Experience in developing training materials and conducting training sessions.
• A commitment to delivering exceptional customer service.
• Familiarity with remote work tools and technologies.
• A proactive approach to identifying and resolving issues.

• Lead, mentor, and motivate a remote team of customer service representatives to achieve performance targets.
• Develop and implement customer service policies and procedures to ensure consistent, high-quality support.
• Monitor team performance, conduct regular reviews, and provide constructive feedback and coaching.
• Handle escalated customer issues and complex inquiries, providing effective and timely resolutions.
• Analyse customer feedback and service data to identify trends, areas for improvement, and opportunities to enhance the customer journey.
• Train new team members on company products, services, and customer service standards.
• Collaborate with other departments (e.g., Sales, Product Development) to resolve customer issues and advocate for customer needs.
• Ensure the team utilises customer service software and tools efficiently.
• Contribute to the development of knowledge base articles and support documentation.
• Foster a positive and collaborative team environment within a remote setting.
• Stay updated on industry best practices and emerging customer service technologies.

• Proven experience in a customer service role, with at least 2-3 years in a supervisory or lead capacity.
• Demonstrable success in managing and motivating remote teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Ability to handle difficult conversations and de-escalate situations effectively.
• Experience in training and coaching team members.
• Self-motivated and able to work independently with a strong sense of responsibility.
• Excellent organisational skills and attention to detail.
• Experience in a remote work environment is highly preferred.

• Lead, coach, and mentor a team of customer service representatives, fostering a positive and high-performance culture.
• Monitor team performance, set individual goals, and provide regular feedback to ensure adherence to service level agreements (SLAs).
• Handle escalated customer inquiries and complaints, resolving them effectively and efficiently.
• Develop and implement training programs for new and existing team members on products, services, and customer service best practices.
• Analyze customer feedback and service metrics to identify areas for improvement and implement action plans.
• Ensure that all customer interactions are professional, courteous, and consistent with company standards.
• Collaborate with other departments to resolve complex customer issues and improve overall customer experience.
• Contribute to the development and refinement of customer service policies and procedures.
• Manage scheduling and staffing to ensure adequate coverage.
• Report on team performance and key customer service metrics to management.

• Previous experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Proven ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in Microsoft Office Suite.
• A patient, empathetic, and customer-focused attitude.
• Experience in the tech industry is a plus.
• Flexibility to work a rotating schedule may be required.

• Provide first-line technical support and customer service via phone, email, and live chat.
• Troubleshoot and resolve customer issues related to software, hardware, or service configurations.
• Guide customers through product features and functionalities, offering solutions and workarounds.
• Accurately document all customer interactions, issues, and resolutions in the CRM system.
• Escalate complex technical problems to senior support engineers or relevant departments.
• Develop and maintain a deep understanding of the company's products and services.
• Contribute to the creation and updating of knowledge base articles and support documentation.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Ensure customer satisfaction by providing timely, professional, and effective support.
• Participate in training sessions to stay updated on product releases and support procedures.
• Assist with customer onboarding and initial setup processes where applicable.
• Adhere to all company policies and procedures regarding customer service and data privacy.

• Proven experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and logical thinking.
• Familiarity with CRM software and helpdesk ticketing systems.
• Basic understanding of IT concepts, software applications, or relevant industry products.
• Ability to explain technical information clearly and concisely to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Ability to work effectively both independently and as part of a team.
• Flexibility to work within a hybrid model, balancing office-based and remote working days.
• A genuine interest in technology and helping people.