2029 Customer Support Specialist jobs in Birmingham
Senior Customer Support Specialist
WV1 1AA Wolverhampton, West Midlands
£28000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in **Wolverhampton, West Midlands, UK**. This role will be a key point of contact for customers, providing exceptional service and technical assistance. You will be responsible for resolving complex customer inquiries, troubleshooting issues, and ensuring customer satisfaction. This is an excellent opportunity for someone passionate about customer service to grow within a supportive environment.
Key Responsibilities:
Key Responsibilities:
- Handle a high volume of customer inquiries via phone, email, and live chat.
- Diagnose and resolve technical issues efficiently and accurately.
- Escalate complex problems to appropriate departments when necessary.
- Maintain detailed records of customer interactions and resolutions in the CRM system.
- Develop and update customer support documentation and FAQs.
- Train and mentor junior support staff.
- Proactively identify opportunities to improve customer experience and support processes.
- Collaborate with other departments to ensure seamless service delivery.
- Achieve and exceed key performance indicators (KPIs) for customer satisfaction and resolution times.
- Stay up-to-date with product knowledge and industry best practices.
- Proven experience in a customer service or helpdesk role, with at least 3 years in a senior capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong technical aptitude and ability to explain complex issues in a clear and concise manner.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A positive attitude and a genuine desire to help customers.
- Experience in training or mentoring team members is a plus.
- Familiarity with (mention specific software/tools if applicable) would be advantageous.
- The ability to work effectively within a hybrid model, splitting time between office and remote work.
- A commitment to delivering outstanding service.
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0
Senior Customer Support Specialist
CV1 1AA Coventry, West Midlands
£28000 Annually
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Posted 3 days ago
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Job Description
A reputable e-commerce company based in Coventry, West Midlands, UK is looking for a highly skilled and customer-centric Senior Customer Support Specialist to join their dedicated team. This role is crucial in ensuring exceptional customer experiences and resolving complex inquiries efficiently. You will be responsible for handling escalated customer issues, providing expert advice on products and services, and acting as a point of escalation for junior team members. The ideal candidate will possess extensive experience in customer service, with a strong understanding of e-commerce operations and online customer support best practices. You should have excellent communication, active listening, and problem-solving skills, with the ability to remain calm and professional under pressure. Proficiency with helpdesk ticketing systems, CRM software, and e-commerce platforms is required. This position requires the successful candidate to work from our Coventry office, contributing to a collaborative and supportive team environment. We are seeking an individual who is passionate about customer satisfaction, detail-oriented, and possesses strong leadership potential. You will play a key role in training new team members, identifying trends in customer feedback, and contributing to the continuous improvement of support processes. This is a full-time, permanent role offering a competitive salary and the opportunity to grow within a well-established company.
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1
Senior Customer Support Specialist
B16 8PL Birmingham, West Midlands
£30000 Annually
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Posted 3 days ago
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Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Birmingham, West Midlands, UK . This is an excellent opportunity for an individual passionate about delivering exceptional customer service and technical assistance. You will be responsible for handling complex customer inquiries, troubleshooting technical issues, and providing timely and effective solutions. The role involves interacting with a diverse client base, understanding their needs, and ensuring their satisfaction with our client's products and services.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex software and hardware issues.
- Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
- Escalate critical issues to senior management or relevant technical teams.
- Develop and maintain a deep understanding of our client's product suite.
- Create and update support documentation, FAQs, and knowledge base articles.
- Train and mentor junior support staff.
- Identify trends in customer issues and provide feedback to product development teams.
- Participate in user acceptance testing for new features and releases.
- Contribute to the continuous improvement of support processes and procedures.
Qualifications:
- Proven experience in a customer support or helpdesk role, preferably in a software environment.
- Strong technical aptitude with excellent problem-solving and analytical skills.
- Proficiency in diagnosing and resolving common IT issues.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with CRM software (e.g., Salesforce, Zendesk) is a plus.
- Ability to work independently and as part of a team in a fast-paced environment.
- A customer-centric approach with a commitment to delivering high-quality service.
- Relevant certifications in IT support or customer service are advantageous.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Specialist
CV1 2TA Coventry, West Midlands
£28000 Annually
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Posted 3 days ago
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This is an excellent opportunity for an individual passionate about delivering exceptional customer experiences and adept at navigating complex support queries. As a Senior Specialist, you will be a vital point of contact for our customers, providing prompt, accurate, and empathetic assistance across various communication channels, including email, live chat, and phone. Your primary responsibility will be to resolve customer issues efficiently, ensuring satisfaction and fostering long-term relationships. You will also be responsible for escalating intricate problems to the relevant internal departments, working collaboratively to find timely solutions. This role requires a proactive approach to identifying trends in customer inquiries and suggesting improvements to our support processes and documentation. You will play a key role in mentoring junior support team members, sharing your knowledge, and contributing to a positive and productive remote work environment. The ideal candidate will possess a proven track record in customer service, demonstrating strong problem-solving skills and an unwavering commitment to customer satisfaction. You should be comfortable working independently, managing your time effectively, and maintaining a high level of professionalism at all times. Experience with CRM software and support ticketing systems is essential. We are looking for individuals who thrive in a remote setting, possess excellent communication skills, and are eager to contribute to a continuously evolving customer support function. This position is based remotely, offering flexibility and the chance to work from anywhere within the UK. We are committed to providing our remote employees with the resources and support they need to succeed.
Key Responsibilities:
Key Responsibilities:
- Provide comprehensive customer support via multiple channels (phone, email, chat).
- Troubleshoot and resolve customer issues, ensuring a high level of customer satisfaction.
- Escalate complex issues to appropriate departments and follow up to ensure resolution.
- Document customer interactions and resolutions accurately in the CRM system.
- Identify opportunities for process improvements and contribute to knowledge base development.
- Mentor and guide junior customer support representatives.
- Maintain up-to-date knowledge of products and services.
- Contribute to team goals and performance metrics.
- Proactively identify customer needs and offer solutions.
- Uphold company standards for professionalism and service quality.
- Minimum of 3 years of experience in a customer support role, with at least 1 year in a senior capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- A patient, empathetic, and customer-centric approach.
- Experience in mentoring or training junior staff is a plus.
- High school diploma or equivalent; further education or certifications are advantageous.
- Familiarity with remote work tools and best practices.
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3
Remote Customer Support Specialist
WV1 1AA Wolverhampton, West Midlands
£22000 Annually
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Posted 3 days ago
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Support Specialist to join their dynamic, fully remote team. Based from the comfort of your own home, you will be the first point of contact for customers, providing exceptional service and resolving inquiries efficiently. This role is perfect for individuals who are passionate about helping others, possess excellent communication skills, and thrive in an independent working environment.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via multiple channels, including email, live chat, and phone, in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
- Maintain detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
- Identify and report trends in customer inquiries and feedback to help improve products and services.
- Follow communication procedures, guidelines, and policies to ensure consistent service quality.
- Strive to achieve high levels of customer satisfaction by delivering outstanding support.
- Contribute to building customer loyalty and fostering positive relationships.
- Proactively seek opportunities to enhance the customer experience.
- Participate in ongoing training sessions to stay updated on product knowledge and support best practices.
- Previous experience in a customer service or helpdesk role is highly desirable.
- Exceptional written and verbal communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and various software applications, including CRM systems.
- Ability to remain calm and professional, even in stressful situations.
- A patient, empathetic, and customer-focused attitude.
- Excellent time management and organisational skills, with the ability to multitask effectively.
- Self-motivated and able to work independently with minimal supervision.
- A reliable internet connection and a dedicated workspace free from distractions.
- Ability to adapt quickly to new processes and technologies.
- High school diploma or equivalent required; further education or certifications in customer service are a plus.
This advertiser has chosen not to accept applicants from your region.
4
Remote Customer Support Specialist
B1 1BB Birmingham, West Midlands
£25000 Annually
WhatJobs
Posted 4 days ago
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Job Description
Our client is seeking a dedicated and customer-focused Remote Customer Support Specialist to join their thriving e-commerce team. This fully remote position allows you to work from the comfort of your home, providing exceptional support to customers across the UK. You will be the first point of contact for customers, handling inquiries via email, live chat, and phone. Your primary goal will be to resolve customer issues efficiently and effectively, ensuring a positive customer experience and fostering loyalty. This role requires excellent communication skills, a patient demeanor, and a strong problem-solving ability.
Key responsibilities include troubleshooting customer queries related to orders, products, returns, and website navigation. You will be expected to maintain a high level of product knowledge to provide accurate information and guidance. Maintaining detailed records of customer interactions and resolutions in the CRM system is essential. You will also collaborate with other departments to escalate complex issues and contribute to the continuous improvement of customer service processes. The ability to work autonomously and manage your time effectively in a remote setting is critical. You should be proficient in using various communication tools and customer relationship management (CRM) software.
We are looking for individuals with prior experience in a customer service or support role, preferably within an online retail environment. Excellent written and verbal communication skills are non-negotiable. A keen eye for detail and the ability to multitask in a fast-paced environment are also important. You must have a reliable internet connection and a dedicated workspace suitable for remote work. This is an excellent opportunity for individuals who are passionate about customer service and looking for a flexible, remote-based career.
Key responsibilities include troubleshooting customer queries related to orders, products, returns, and website navigation. You will be expected to maintain a high level of product knowledge to provide accurate information and guidance. Maintaining detailed records of customer interactions and resolutions in the CRM system is essential. You will also collaborate with other departments to escalate complex issues and contribute to the continuous improvement of customer service processes. The ability to work autonomously and manage your time effectively in a remote setting is critical. You should be proficient in using various communication tools and customer relationship management (CRM) software.
We are looking for individuals with prior experience in a customer service or support role, preferably within an online retail environment. Excellent written and verbal communication skills are non-negotiable. A keen eye for detail and the ability to multitask in a fast-paced environment are also important. You must have a reliable internet connection and a dedicated workspace suitable for remote work. This is an excellent opportunity for individuals who are passionate about customer service and looking for a flexible, remote-based career.
This advertiser has chosen not to accept applicants from your region.
5
Lead Customer Support Specialist
B1 1BB Birmingham, West Midlands
£30000 Annually
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Posted 4 days ago
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Job Description
Our client is seeking a motivated and experienced Lead Customer Support Specialist to manage their customer service operations in Birmingham, West Midlands, UK . This is a pivotal role responsible for ensuring exceptional customer satisfaction and leading a team of dedicated support agents. You will be the primary point of contact for complex customer inquiries, escalations, and issue resolution, demonstrating empathy, patience, and a commitment to finding effective solutions.
Your responsibilities will include training, mentoring, and supervising the customer support team, setting performance goals, and conducting regular performance reviews. You will also be involved in developing and refining customer service policies, procedures, and scripts to enhance efficiency and consistency. Analyzing customer feedback and support data to identify trends and areas for improvement is a key aspect of this role. You will work closely with other departments, such as sales and technical teams, to ensure a seamless customer experience.
The ideal candidate will have a proven background in customer service management, with at least 4 years of experience, including supervisory or team lead responsibilities. Excellent communication, problem-solving, and de-escalation skills are essential. A strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is required. The ability to motivate and inspire a team, foster a positive work environment, and champion customer-centric values is crucial. A proactive approach to identifying and addressing potential customer issues before they arise will be highly valued.
This role offers the chance to play a significant part in the continued success of a reputable company, working from their office in the heart of Birmingham, West Midlands, UK . A competitive salary and benefits package are available for the right candidate. This position requires the successful applicant to work on-site.
Your responsibilities will include training, mentoring, and supervising the customer support team, setting performance goals, and conducting regular performance reviews. You will also be involved in developing and refining customer service policies, procedures, and scripts to enhance efficiency and consistency. Analyzing customer feedback and support data to identify trends and areas for improvement is a key aspect of this role. You will work closely with other departments, such as sales and technical teams, to ensure a seamless customer experience.
The ideal candidate will have a proven background in customer service management, with at least 4 years of experience, including supervisory or team lead responsibilities. Excellent communication, problem-solving, and de-escalation skills are essential. A strong understanding of customer relationship management (CRM) software and helpdesk ticketing systems is required. The ability to motivate and inspire a team, foster a positive work environment, and champion customer-centric values is crucial. A proactive approach to identifying and addressing potential customer issues before they arise will be highly valued.
This role offers the chance to play a significant part in the continued success of a reputable company, working from their office in the heart of Birmingham, West Midlands, UK . A competitive salary and benefits package are available for the right candidate. This position requires the successful applicant to work on-site.
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Lead Customer Support Specialist
CV1 2DT Coventry, West Midlands
£30000 Annually
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Posted 5 days ago
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Job Description
Our client is looking for an exceptional Lead Customer Support Specialist to join their growing team in **Coventry, West Midlands, UK**. This role is crucial in ensuring our customers receive outstanding support and assistance. The Lead Customer Support Specialist will be responsible for managing a team of support agents, handling complex customer inquiries, and contributing to the development of support strategies. You will be the point of escalation for challenging issues and will play a key role in improving customer satisfaction and retention. Key responsibilities include:
- Leading, coaching, and mentoring a team of customer service representatives, fostering a positive and productive work environment.
- Managing incoming customer inquiries via phone, email, and chat, ensuring timely and effective resolution.
- Serving as a primary point of escalation for complex customer issues, providing expert solutions.
- Developing and implementing customer service policies and procedures to enhance the customer experience.
- Monitoring customer support metrics, analysing trends, and identifying areas for improvement.
- Training new and existing team members on product knowledge, support processes, and customer service best practices.
- Collaborating with product and engineering teams to provide feedback on customer issues and feature requests.
- Maintaining accurate records of customer interactions and transactions.
- Ensuring consistent delivery of high-quality customer service across all channels.
- Contributing to the creation of knowledge base articles and support documentation.
- Proven experience (minimum 5 years) in a customer service role, with at least 2 years in a supervisory or lead capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Ability to de-escalate challenging situations and resolve customer complaints effectively.
- Experience with CRM software and helpdesk ticketing systems.
- Proficiency in Microsoft Office Suite.
- Demonstrated ability to lead and motivate a team.
- A passion for delivering exceptional customer experiences.
- Strong organizational and time management skills.
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7
Senior Customer Support Specialist
CV3 4AX Coventry, West Midlands
£28000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Coventry, West Midlands, UK . This is an exciting opportunity for an individual with a passion for providing exceptional customer service and resolving complex issues efficiently. The role involves acting as a first point of contact for customers, troubleshooting technical problems, guiding users through product features, and managing customer inquiries across various channels including phone, email, and live chat.
Key Responsibilities:
Qualifications:
This role offers a competitive salary, benefits package, and the opportunity to grow within a supportive and innovative environment. Embrace the challenge and make a significant impact on customer satisfaction in Coventry, West Midlands, UK .
Key Responsibilities:
- Provide in-depth technical support and troubleshoot customer issues, escalating when necessary to senior technical staff or other departments.
- Develop and maintain a deep understanding of our client's products and services to offer accurate and comprehensive solutions.
- Create and update support documentation, FAQs, and knowledge base articles to empower customers and internal teams.
- Identify trends in customer issues and provide feedback to product development and quality assurance teams for continuous improvement.
- Train and mentor junior support staff, sharing best practices and ensuring consistent service quality.
- Manage customer escalations and complaints, working towards satisfactory resolutions while maintaining a professional and empathetic demeanor.
- Collaborate with sales, marketing, and product teams to ensure a cohesive customer experience.
- Contribute to the development and implementation of new support processes and strategies.
- Monitor support queues and ensure timely responses and resolutions within established service level agreements (SLAs).
- Conduct customer satisfaction surveys and analyse feedback to identify areas for improvement.
Qualifications:
- Proven experience in a customer service or helpdesk role, preferably in a senior capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong technical aptitude and the ability to explain complex technical concepts clearly.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work effectively both independently and as part of a team.
- Experience in training or mentoring junior colleagues is highly desirable.
- A proactive approach to identifying and resolving issues.
- High school diploma or equivalent; further education or certifications in IT or customer service are a plus.
This role offers a competitive salary, benefits package, and the opportunity to grow within a supportive and innovative environment. Embrace the challenge and make a significant impact on customer satisfaction in Coventry, West Midlands, UK .
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8
Senior Customer Support Specialist
WV1 1AA Wolverhampton, West Midlands
£28000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is crucial in ensuring exceptional service delivery and maintaining high levels of customer satisfaction. The ideal candidate will possess excellent communication skills, a proactive approach to problem-solving, and a deep understanding of customer service best practices. You will be responsible for handling complex customer inquiries, providing technical assistance, and escalating issues when necessary. A key part of this role involves mentoring junior team members, contributing to the development of support documentation, and identifying areas for process improvement within the customer service department. You will also be involved in gathering customer feedback to help shape product and service enhancements.
Responsibilities:
The successful candidate will have a minimum of 3 years of experience in a customer service or technical support role. A strong understanding of CRM software and ticketing systems is essential. Excellent interpersonal and active listening skills are required, along with the ability to remain calm and professional under pressure. A passion for helping others and a commitment to delivering outstanding service are paramount. While this role is based in Wolverhampton, West Midlands, UK , a hybrid working model is in place, offering a balance between office-based collaboration and remote flexibility. Join our client's dedicated team and contribute to their reputation for outstanding customer care.
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and resolve technical issues, guiding customers through step-by-step solutions.
- Escalate unresolved issues to appropriate departments and follow up to ensure resolution.
- Maintain accurate records of customer interactions and transactions.
- Develop and update customer support documentation, including FAQs and troubleshooting guides.
- Train and mentor new customer support representatives.
- Proactively identify customer needs and suggest appropriate solutions.
- Collaborate with other departments to improve the overall customer experience.
- Analyze customer feedback and provide insights for service improvements.
- Meet and exceed individual and team performance targets.
The successful candidate will have a minimum of 3 years of experience in a customer service or technical support role. A strong understanding of CRM software and ticketing systems is essential. Excellent interpersonal and active listening skills are required, along with the ability to remain calm and professional under pressure. A passion for helping others and a commitment to delivering outstanding service are paramount. While this role is based in Wolverhampton, West Midlands, UK , a hybrid working model is in place, offering a balance between office-based collaboration and remote flexibility. Join our client's dedicated team and contribute to their reputation for outstanding customer care.
This advertiser has chosen not to accept applicants from your region.
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