1277 Support Staff jobs in Cardiff
Customer Support Co-ordinator
Posted today
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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.
Customer Support Team Lead
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Senior Customer Support Specialist
Posted 1 day ago
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Job Description
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.
Senior Customer Support Specialist
Posted 1 day ago
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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.
Senior Customer Support Manager
Posted 2 days ago
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Job Description
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.
Senior Customer Support Specialist
Posted 8 days ago
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Job Description
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.
Senior Customer Support Specialist
Posted 8 days ago
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Job Description
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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Senior Customer Support Specialist
Posted 9 days ago
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Customer Support Team Lead
Posted 11 days ago
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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.
Senior Customer Support Specialist
Posted 11 days ago
Job Viewed
Job Description
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.