1277 Support Staff jobs in Cardiff
Customer Support Co-ordinator
South Glamorgan, Wales
£24500 Annually
Work Wales
Posted today
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Job Description
Customer Service Coordinator
Cardiff
£24,500
Are you ready for a fresh challenge in a thriving, growing business?
We are supporting a market-leading supplier to some of the world’s top retail brands in strengthening their Customer Support team with the addition of a proactive Customer Service Coordinator .
With decades of expertise in providing Goods Not for Resale (GNFR) — from office supplies and bespoke packaging to garment hangers and visual merchandising materials — this company is a trusted partner to household names including Superdry, JD Sports, Hugo Boss, Harrods, Dr. Martens, and many more.
The Role
As a Customer Service Coordinator , you will be the friendly and professional first point of contact for customer queries. Your day-to-day responsibilities will include:
- Handling and responding to client enquiries li>Tracking orders and providing delivery updates
- Liaising with internal teams to ensure smooth processes
- Supporting the delivery of excellent customer experiences that keep clients coming back
The Person
We’re looking for someone who can bring:
- < i>Experience in a fast-paced office or customer service environment
- Excellent written and verbal communication skills
- Strong organisational and multitasking abilities
- A proactive approach and attention to detail
In return
- The chance to join a growing company with exciting career prospects
- A supportive and collaborative team environment
- The opportunity to make a real impact on client relationships and satisfaction
If you’re an energetic and motivated professional who thrives on delivering great service, we’d love to hear from you.
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0
Customer Support Team Lead
CF10 1AA Cardiff, Wales
£30000 Annually
WhatJobs
Posted today
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Job Description
Our client is seeking an experienced and inspiring Customer Support Team Lead to manage their dedicated, entirely remote support team. This is a remote-first position, allowing you to lead and motivate your team from any location. You will be responsible for overseeing the daily operations of the customer support department, ensuring the delivery of exceptional service to our clients' customer base. Key responsibilities include managing a team of support agents, setting performance targets, conducting regular performance reviews, and providing coaching and mentorship to foster professional growth. You will handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution. Developing and implementing support policies and procedures to enhance efficiency and customer satisfaction will be a key focus. You will also be responsible for analysing support metrics, identifying trends, and reporting on team performance to senior management. Collaborating with other departments, such as product development and marketing, to gather customer feedback and advocate for customer needs is crucial. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices. Proficiency in customer support software and CRM systems is essential. You should have exceptional communication, interpersonal, and conflict-resolution skills, with the ability to motivate and inspire a remote team. A proven track record in managing customer support teams, with a minimum of 4 years of experience in a customer service or support role, is required. Experience in a remote work environment is a significant advantage. Join our client and lead a high-performing team dedicated to exceeding customer expectations.
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1
Senior Customer Support Specialist
CF10 1DA Cardiff, Wales
£28000 Annually
WhatJobs
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 based in Cardiff, Wales, UK . This role plays a crucial part in ensuring exceptional customer satisfaction by providing timely and effective solutions to client inquiries. You will be the first point of contact for customers, handling a variety of issues ranging from technical troubleshooting to account management and product information requests. Your responsibilities will include responding to customer queries via phone, email, and live chat, documenting all interactions accurately in the CRM system, and escalating complex issues to the appropriate departments. The ideal candidate will possess excellent communication and interpersonal skills, with a proven ability to empathize with customers and resolve problems efficiently. You should be adept at multitasking and working under pressure in a fast-paced environment. A strong technical aptitude and the ability to quickly learn new software and systems are essential. You will also be involved in training new team members, contributing to the development of support resources, and providing feedback to improve customer service processes. We are looking for individuals who are passionate about delivering outstanding service and contributing to a positive customer experience. The ability to analyze customer feedback and identify trends to suggest service improvements is highly valued. This is a fantastic opportunity to grow within a supportive and forward-thinking organization.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries through multiple channels (phone, email, chat) in a professional and timely manner.
- Diagnose and resolve technical issues, product-related questions, and account queries.
- Accurately record customer interactions and resolutions in the CRM system.
- Escalate unresolved issues to senior management or relevant departments, providing all necessary details.
- Assist in the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
- Provide training and guidance to junior support staff.
- Collaborate with other departments to identify and implement service improvements.
- Monitor customer satisfaction levels and proactively address any concerns.
- Maintain a high level of product knowledge and stay updated with new features and services.
- Contribute to a positive and collaborative team environment.
Qualifications:
- Proven experience in a customer service or helpdesk role.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to manage multiple tasks simultaneously and prioritize effectively.
- A proactive and customer-centric approach.
- Experience in training or mentoring junior staff is a plus.
- Familiarity with (mention relevant software/industry, e.g., SaaS products, specific hardware) is advantageous.
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2
Senior Customer Support Specialist
CF10 1AA Cardiff, Wales
£30000 Annually
WhatJobs
Posted 1 day ago
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Job Description
We are seeking a highly motivated and experienced Senior Customer Support Specialist to join our dynamic remote team. In this crucial role, you will be responsible for providing exceptional technical and non-technical support to our diverse client base. This is a fully remote position, offering the flexibility to work from anywhere within the UK.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Act as the primary point of contact for customer inquiries via phone, email, and live chat.
- Diagnose and resolve complex customer issues, escalating to higher support tiers when necessary.
- Develop and maintain comprehensive knowledge base articles and FAQs to empower users and reduce support volume.
- Train and mentor junior support staff, fostering a collaborative and high-performing team environment.
- Identify trends in customer issues and provide feedback to product development and management teams to drive service improvements.
- Proactively engage with customers to ensure satisfaction and build strong relationships.
- Manage and prioritize incoming support tickets, ensuring timely and effective resolution within service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- Handle customer complaints with empathy and professionalism, turning challenging situations into positive experiences.
- Stay up-to-date with product updates and industry best practices.
Qualifications:
- Proven experience (minimum 3 years) in a customer support or helpdesk role, preferably in a senior capacity.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong technical aptitude and ability to quickly learn new software and systems.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a remote team, demonstrating strong self-discipline and time management.
- A commitment to delivering outstanding customer service.
- Familiarity with common IT troubleshooting is a plus.
- Excellent written and verbal English proficiency.
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3
Senior Customer Support Manager
CF10 1AA Cardiff, Wales
£50000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is a rapidly growing technology firm looking for an experienced and passionate Senior Customer Support Manager to lead their customer service operations in **Cardiff, Wales, UK**. This role is critical in ensuring customer satisfaction and loyalty by overseeing the delivery of exceptional support services. You will be responsible for managing a team of support agents, developing support processes, and implementing strategies to enhance the overall customer experience. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a commitment to problem-solving.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of customer support representatives to ensure high performance and engagement.
- Develop, implement, and refine customer support policies, procedures, and service standards.
- Monitor and analyze customer support metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Collaborate with other departments (e.g., product, sales, engineering) to address customer feedback and improve product offerings.
- Develop and deliver training programs for the support team to enhance their skills and product knowledge.
- Manage the support ticketing system and other relevant tools to optimize workflow and efficiency.
- Contribute to the development of self-service resources, such as knowledge bases and FAQs.
- Ensure the support team provides consistent, accurate, and empathetic customer interactions.
- Report on support team performance and customer insights to senior management.
- Proven experience in a customer support management or team lead role, preferably in a tech-related industry.
- Demonstrated ability to lead, motivate, and develop a customer support team.
- Strong understanding of customer service principles and best practices.
- Excellent problem-solving and conflict-resolution skills.
- Proficiency with customer support software and CRM systems.
- Ability to analyze data and translate insights into actionable improvements.
- Exceptional communication, interpersonal, and active listening skills.
- Experience in developing training materials and conducting training sessions.
- Bachelor's degree in a relevant field or equivalent practical experience.
- Adaptability to work in a hybrid environment, balancing remote and in-office collaboration.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist
CF10 1AA Cardiff, Wales
£28000 Annually
WhatJobs
Posted 8 days ago
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Job Description
Our client, a leading provider of IT solutions, is seeking an experienced Senior Customer Support Specialist to join their dedicated team in Cardiff, Wales, UK . This role is critical for ensuring our clients receive exceptional technical assistance and have a positive experience with our products and services. The successful candidate will handle complex customer inquiries, provide in-depth technical troubleshooting, and mentor junior support staff. You will be responsible for diagnosing and resolving a wide range of technical issues across various platforms and software applications. This involves interacting with customers via phone, email, and potentially live chat, providing clear and concise solutions. The ideal candidate will possess excellent problem-solving skills, a strong technical aptitude, and a deep understanding of customer service best practices. You will also play a key role in identifying recurring issues, contributing to knowledge base articles, and providing feedback to the product development team for continuous improvement. Strong communication and interpersonal skills are essential for building rapport with customers and conveying technical information effectively. A proactive and empathetic approach to customer service is highly valued. This is an excellent opportunity for a seasoned support professional looking to advance their career within a supportive and growth-oriented organisation.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues.
- Respond to customer inquiries via phone, email, and other support channels in a timely manner.
- Diagnose and resolve technical problems related to software, hardware, and network connectivity.
- Guide and mentor junior customer support representatives.
- Create and maintain documentation for support procedures and knowledge base articles.
- Identify trends in customer issues and provide feedback to product and development teams.
- Escalate unresolved issues to appropriate technical teams or management.
- Ensure high levels of customer satisfaction through professional and effective support.
- Contribute to the continuous improvement of customer support processes and policies.
- Manage customer relationships and build trust through excellent service.
- Proven experience in a customer support or technical helpdesk role, preferably with senior responsibilities.
- Strong technical aptitude and troubleshooting skills.
- Excellent knowledge of common operating systems and software applications.
- Exceptional communication, interpersonal, and problem-solving abilities.
- Customer-focused mindset with a passion for delivering outstanding service.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience with helpdesk software and ticketing systems.
- A relevant IT qualification or certification is advantageous.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Support Specialist
CF10 1AA Cardiff, Wales
£30000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client, a rapidly growing tech company, is seeking a dedicated and empathetic Senior Customer Support Specialist to join their fully remote support team. This role is essential in ensuring our customers receive exceptional service and timely resolutions to their inquiries. As a Senior Specialist, you will handle complex customer issues, provide in-depth technical assistance, and contribute to improving support processes and knowledge base content. You will be a point of escalation for junior team members, offering guidance and sharing best practices. The ideal candidate possesses outstanding communication skills, a patient demeanor, and a genuine passion for helping others. You will be responsible for responding to customer queries via multiple channels, including email, live chat, and phone, maintaining a high level of professionalism and customer satisfaction. Troubleshooting technical problems, guiding users through product features, and documenting customer interactions accurately in our CRM system will be daily tasks. A key aspect of this role involves identifying recurring customer issues and collaborating with product and development teams to implement long-term solutions. You will also contribute to the creation and maintenance of comprehensive support documentation and FAQs, empowering customers to self-serve. This is a fantastic opportunity to grow within a supportive, remote-first environment, making a tangible difference in customer experience. If you excel at problem-solving, thrive in a collaborative remote setting, and are committed to delivering outstanding support, we encourage you to apply.
Key Responsibilities:
Key Responsibilities:
- Provide high-level technical support and troubleshooting to customers.
- Handle escalated customer inquiries and complex issues.
- Respond to customer queries via email, chat, and phone in a timely manner.
- Document customer interactions and resolutions accurately in the CRM.
- Identify trends in customer issues and provide feedback to relevant teams.
- Contribute to the development and maintenance of support documentation and knowledge base articles.
- Mentor and assist junior customer support representatives.
- Ensure high levels of customer satisfaction and retention.
- Proactively identify opportunities to improve the customer support experience.
- Proven experience in a customer support or technical support role, with at least 2 years in a senior capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and troubleshooting abilities.
- Familiarity with CRM systems and support ticketing software.
- Ability to explain technical concepts clearly to non-technical users.
- Self-motivated and able to manage time effectively in a remote setting.
- Experience with (Specific Product/Industry) is a plus.
- Empathy and a customer-centric approach.
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6
Senior Customer Support Specialist
CF10 1AA Cardiff, Wales
£28000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This is a crucial role responsible for ensuring exceptional customer satisfaction through prompt, efficient, and empathetic support across various communication channels. You will be the first point of contact for customers, addressing inquiries, troubleshooting issues, and providing comprehensive solutions. Your responsibilities will include managing incoming support requests via email, phone, and chat, documenting all customer interactions accurately in our CRM system, and escalating complex issues to the appropriate internal teams when necessary. You will also be involved in developing and updating knowledge base articles, FAQs, and support documentation to empower customers and colleagues. As a senior member of the team, you will mentor junior support staff, contribute to process improvements, and identify trends in customer feedback to help shape product development and service enhancements. The ideal candidate will possess excellent communication and interpersonal skills, a patient and positive attitude, and a strong aptitude for problem-solving. Experience with customer support software, such as Zendesk or Intercom, is essential. We are looking for someone who thrives in a remote work environment, demonstrates initiative, and is committed to delivering outstanding service. This role offers the flexibility of working from anywhere within the UK, with regular opportunities for virtual team collaboration and professional development. If you are passionate about helping others and have a proven track record in customer service, we encourage you to apply. Join a forward-thinking company that values its employees and offers significant growth opportunities within a fully remote setup. The role is based remotely, with the expectation of active participation in online team meetings and collaborative sessions from your home office.
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7
Customer Support Team Lead
CF10 1GA Cardiff, Wales
£32000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Customer Support Team Lead to guide their remote customer service operations. This is a fully remote position, offering the flexibility to work from home while leading a team of customer support professionals. The ideal candidate will have a strong background in customer service, excellent leadership qualities, and a passion for delivering exceptional customer experiences. You will be responsible for managing the day-to-day operations of the customer support team, ensuring high standards of service are met, and resolving complex customer issues. Key responsibilities include training and mentoring support agents, monitoring team performance, identifying areas for improvement, and implementing best practices. You will also collaborate with other departments to address customer feedback and enhance overall service delivery. Strong communication, problem-solving, and organizational skills are essential for this role.
Responsibilities:
Responsibilities:
- Lead, coach, and motivate a team of remote customer support agents to achieve performance goals.
- Oversee daily customer support operations, ensuring efficient and effective issue resolution.
- Develop and implement training programs for new and existing team members.
- Monitor team performance, providing regular feedback and conducting performance reviews.
- Ensure adherence to service level agreements (SLAs) and company quality standards.
- Handle escalated customer inquiries and complex issues.
- Identify trends in customer issues and collaborate with relevant departments to implement solutions.
- Contribute to the development and refinement of customer support policies and procedures.
- Foster a positive and collaborative team environment.
- Manage scheduling and workload distribution for the support team.
- Utilize CRM and support ticketing systems to track interactions and manage cases.
- Proven experience in a customer service or support role, with at least 1-2 years in a leadership or supervisory capacity.
- Demonstrable experience in managing and motivating remote teams.
- Excellent understanding of customer service principles and best practices.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Proficiency with customer support software and CRM systems.
- Exceptional communication, interpersonal, and coaching skills.
- Ability to work independently and manage time effectively in a remote setting.
- A commitment to delivering outstanding customer experiences.
- Experience in (relevant industry, e.g., tech, e-commerce) is a plus.
- Bachelor's degree or equivalent relevant experience.
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8
Senior Customer Support Specialist
CF10 1AD Cardiff, Wales
£30000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client, a rapidly expanding SaaS provider, is looking for a highly skilled and empathetic Senior Customer Support Specialist to join their dedicated, fully remote team. This role is essential in providing exceptional technical assistance and fostering positive customer relationships. You will be the first point of contact for customers experiencing issues with our client's innovative software solutions, offering timely and effective resolutions. The ideal candidate will possess strong problem-solving abilities, excellent communication skills, and a passion for customer satisfaction.
Responsibilities:
Responsibilities:
- Provide comprehensive technical support to customers via multiple channels, including email, live chat, and phone, in a fully remote capacity.
- Diagnose and troubleshoot complex software issues, identifying root causes and implementing effective solutions.
- Escalate unresolved issues to higher-level support or development teams, ensuring clear documentation and follow-up.
- Educate customers on product features and best practices, enhancing their user experience and maximizing value.
- Develop and maintain a deep understanding of the company's products and services.
- Contribute to the creation and improvement of knowledge base articles, FAQs, and support documentation.
- Proactively identify trends in customer inquiries and provide feedback to the product and development teams for continuous improvement.
- Manage customer support tickets efficiently, ensuring all issues are resolved within defined service level agreements (SLAs).
- Act as a customer advocate, championing their needs and ensuring their satisfaction.
- Train and mentor junior support team members, sharing expertise and best practices.
- Collaborate effectively with sales, product, and engineering teams to ensure a cohesive customer experience.
- Participate in quality assurance reviews of support interactions.
- Contribute to the development of support processes and procedures to enhance efficiency and effectiveness.
- Proven experience in a customer support or technical support role, with at least 2 years in a senior or lead capacity.
- Demonstrated ability to troubleshoot and resolve complex technical issues, preferably with SaaS products.
- Excellent communication, interpersonal, and active listening skills.
- Proficiency in using helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of ITIL principles or similar service management frameworks.
- Ability to work independently and manage time effectively in a remote environment.
- A customer-centric mindset with a genuine desire to help others.
- Ability to explain technical concepts clearly to non-technical users.
- Experience in creating support documentation is highly desirable.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
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