1478 Support Staff jobs in Birkenhead
Customer Support Specialist
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Customer Support Advisor
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Discover Tradebe
Tradebe is a group of industrial businesses with the commitment of creating a more sustainable planet and making significant contributions to human wellbeing. In the UK, we are leaders focused on recycling, energy recovery and circular economy, managing all different environmental liabilities in a sustainable way.
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Remote Customer Support Specialist
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Key Responsibilities:
- Responding promptly and professionally to customer inquiries across multiple communication channels.
- Troubleshooting and resolving customer issues related to products/services.
- Educating customers on product features and best practices.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Collaborating with internal teams to escalate and resolve complex customer problems.
- Gathering customer feedback and sharing insights to improve products and services.
- Maintaining a high level of customer satisfaction through proactive and efficient support.
- Adhering to company policies and procedures while delivering support.
- Managing workload effectively to meet response time targets.
- Contributing to a positive and supportive remote team environment.
The ideal candidate will possess excellent communication skills, both written and verbal, with a friendly and patient demeanor. Strong problem-solving abilities and a proactive approach to assisting customers are essential. Previous experience in customer service or a support role is highly valued. Familiarity with CRM software and ticketing systems is a plus. You must have a reliable internet connection and a dedicated quiet workspace to perform this role effectively. This is a fantastic opportunity to join a supportive and forward-thinking company that embraces remote work, offering flexibility and the chance to build a career from home.
Senior Customer Support Specialist
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Key Responsibilities:
- Provide high-quality customer support via multiple channels.
- Troubleshoot and resolve customer issues efficiently and effectively.
- Answer product-related questions and provide guidance.
- Process customer requests accurately and promptly.
- Manage customer complaints and escalate complex cases.
- Document all customer interactions and resolutions in the CRM system.
- Contribute to the development of support documentation and FAQs.
- Identify opportunities to improve customer satisfaction and service delivery.
- Maintain up-to-date knowledge of products and services.
- Represent the company in a professional and courteous manner.
Qualifications:
- Proven experience in a customer support or similar role.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk systems.
- Ability to multitask and manage time effectively.
- Patience, empathy, and a customer-centric attitude.
- High school diploma or equivalent; a degree is a plus.
- Ability to work independently in a remote setting.
- Familiarity with (mention a relevant software/product type, e.g., SaaS platforms) is advantageous.
- Adaptability and willingness to learn new systems.
Senior Customer Support Specialist
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Qualifications:
- Minimum of 3 years of experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong IT literacy, including proficiency with CRM software and Microsoft Office Suite.
- Ability to multitask, prioritize, and manage time effectively.
- Proven ability to handle difficult customer situations with patience and professionalism.
- Experience in training or mentoring junior staff is advantageous.
- A commitment to delivering high-quality customer service.
Lead Customer Support Specialist
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Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and efficiently via multiple communication channels.
- Investigate and troubleshoot customer problems, providing clear and concise solutions.
- Escalate complex technical or service issues to appropriate departments when necessary.
- Provide guidance and support to a team of Customer Support Representatives.
- Assist in the development and delivery of training programs for new and existing team members.
- Monitor team performance and provide feedback to individuals.
- Identify recurring customer issues and propose solutions for process improvements.
- Maintain accurate and detailed records of customer interactions and transactions.
- Contribute to the creation and maintenance of support documentation and knowledge bases.
- Uphold the company's commitment to exceptional customer service.
- Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to empathize with customers and remain calm under pressure.
- Experience in mentoring or supervising a team is highly desirable.
- Ability to work independently and manage time effectively in a remote setting.
- A reliable internet connection and a dedicated home office space.
- Previous experience in the relevant industry (specify industry if known, e.g., SaaS, E-commerce) is a plus.
Customer Support Team Lead
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Responsibilities:
- Lead, coach, and manage a team of customer support representatives, fostering a positive and productive work environment.
- Oversee daily operations of the customer support function, ensuring timely and accurate responses to customer inquiries via phone, email, and chat.
- Monitor team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement strategies for improvement.
- Develop and deliver training programs for new and existing team members on product knowledge, support processes, and best practices.
- Handle escalated customer issues, troubleshoot complex problems, and provide effective solutions.
- Collaborate with product and engineering teams to identify and resolve recurring technical issues and provide feedback for product enhancement.
- Create and maintain comprehensive knowledge base articles, FAQs, and support documentation.
- Implement and refine support workflows and procedures to enhance efficiency and customer experience.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Ensure adherence to company policies and service level agreements (SLAs).
Qualifications:
- Proven experience in a customer support role, with at least 1-2 years in a team lead or supervisory capacity.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Experience in troubleshooting technical issues, preferably with software products.
- Ability to motivate and guide a remote team effectively.
- Strong organizational skills and attention to detail.
- Bachelor's degree in a related field or equivalent work experience.
- Adaptability and a positive attitude towards remote work.
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Customer Support Team Lead
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Your primary duties will include managing a team of customer support representatives, providing training, coaching, and performance feedback. You will handle escalated customer inquiries and issues, ensuring timely and effective resolution. A key aspect of this role involves developing and implementing strategies to improve customer service processes, enhance customer satisfaction, and increase team efficiency. You will also be responsible for monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
The ideal candidate will have a proven track record in customer service, with at least 2-3 years of experience in a team lead or supervisory role. You must possess excellent communication, interpersonal, and problem-solving skills. A deep understanding of customer service principles and best practices is essential. Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud) is required. You should be proficient in using various communication tools for remote collaboration.
As a fully remote position, you must be self-disciplined, highly organized, and capable of managing your workload effectively without direct supervision. You will need to foster a positive and supportive team environment, even when working remotely. The ability to motivate your team, resolve conflicts, and drive continuous improvement in customer support is crucial. Your contribution will be vital in maintaining our high standards of customer care and loyalty.
- Lead and mentor a customer support team.
- Manage and resolve escalated customer issues.
- Develop and implement customer service strategies.
- Monitor team performance and KPIs.
- Ensure high levels of customer satisfaction.
- Experience with CRM and helpdesk software.
Customer Support Team Lead
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- Leading, coaching, and mentoring a team of customer support specialists.
- Managing daily operations, including scheduling and workload distribution.
- Monitoring and evaluating team performance against key metrics and KPIs.
- Handling and resolving complex customer complaints and escalations.
- Implementing and refining customer service processes and workflows.
- Conducting regular team meetings and providing constructive feedback.
- Ensuring the team meets service level agreements (SLAs) and quality standards.
- Identifying training needs and coordinating development opportunities for team members.
- Contributing to the development of knowledge base articles and support documentation.
Senior Customer Support Specialist
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