1261 Support Staff jobs in Gosforth

Customer Support Coordinator
Location: Sunderland
Salary: £25,000 - £27,000 per annum
Contract Type: Full-time, Permanent
Benefits: 23 days annual leave + bank holidays, competitive benefits package (see leaflet attached)

Are you passionate about delivering outstanding customer service? Do you thrive in a fast-paced, problem-solving environment? Were r.

WHJS1_UKTJ

Central Employment Commercial division are working with an established family-ran Manufacturing specialist, with a true global customer and supply chain footprint. They have a new role for a Customer Support & Marketing Associate, working alongside the Sales & Marketing Director.

As a Customer Support & Marketing Associate, you will be assisting with a number of key customers to ensure the accounts run smooth and to the high levels of customer service they require, email marketing campaigns, product visuals (Canva software) and to oversell eCommerce stock levels for two related eCommerce websites.

Your main duties and responsibilities will be:-

• Providing support to a number of key export customers
• Building relationships with the customer to be the main contact for organising orders and ensuring a smooth experience is provided
• Liaising with carriers to then provide customers with delivery information
• Checking and quality checking specific orders
• Oversee Email Marketing campaigns and calendars via Mailchimp
• Support on the Sales & Marketing Director on eCommerce website sales and stock levels

Candidates should have the following background & experience:-

Candidates will ideally be from a logistics or manufacturing background, however candidate applications from other sectors will also be considered.

• Outstanding Customer Service skills
• Sales order processing
• Experience or willingness to learn Email Marketing campaigns (Mailchimp platform)
• eCommerce sales and stock order level understanding
• Positive attitude
• Strong organisational skills
• Fantastic telephone manner
• Ability to easily build relationships, both internal and external
• IT literate (MS Office, internet, email systems)
• Experience or willingness to learn Canva design software

• Responding to customer inquiries promptly and accurately via multiple channels.
• Diagnosing and resolving technical issues for our diverse customer base.
• Maintaining detailed records of customer interactions and resolutions in the CRM system.
• Collaborating with technical and product teams to resolve escalated issues.
• Providing feedback to product development based on customer trends and issues.
• Training and mentoring junior support staff.
• Creating and updating knowledge base articles and FAQs.
• Identifying opportunities to improve the customer experience.
• Meeting and exceeding key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

• Responding to customer inquiries via phone, email, and live chat in a professional and courteous manner.
• Troubleshooting and diagnosing customer issues, providing clear and concise solutions.
• Maintaining accurate records of customer interactions and transactions.
• Developing and updating knowledge base articles and FAQs.
• Training and mentoring junior support staff.
• Identifying trends in customer issues and providing feedback to product development teams.
• Collaborating with other departments to ensure a seamless customer experience.
• Adhering to service level agreements (SLAs) and company policies.

• Provide advanced technical support to customers via multiple channels (phone, email, chat).
• Troubleshoot and resolve complex customer issues related to software and hardware.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Mentor and train junior customer support representatives.
• Contribute to and maintain the customer knowledge base and FAQs.
• Identify recurring customer issues and provide feedback for product and process improvements.
• Escalate unresolved issues to appropriate departments or senior management.
• Ensure timely and effective resolution of customer inquiries, meeting service level agreements (SLAs).
• Gather customer feedback to enhance service delivery.

• Proven experience in a senior customer support or technical support role.
• Experience in the technology or SaaS industry is highly desirable.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Proficiency with CRM and ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Customer-centric mindset with a high degree of empathy and patience.
• Experience in mentoring or training team members is a plus.
• Ability to work effectively in a hybrid work environment.

• Handle complex customer issues via phone, email, and live chat, ensuring timely and satisfactory resolution.
• Provide in-depth product knowledge and technical guidance to customers and junior support staff.
• Diagnose and troubleshoot software and hardware problems, identifying root causes and implementing effective solutions.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Collaborate with the product development and quality assurance teams to report bugs and suggest product improvements.
• Train and mentor new members of the customer support team, fostering a culture of continuous learning and excellence.
• Monitor customer feedback and metrics to identify areas for service improvement.
• Adhere to service level agreements (SLAs) and company policies while maintaining a high level of customer satisfaction.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts clearly and concisely to a non-technical audience.
• Experience in training or mentoring junior staff is highly desirable.
• A proactive and customer-centric approach to service delivery.
• Familiarity with (mention a specific relevant software/product if applicable, e.g., cloud-based SaaS platforms) would be advantageous.

• Lead, mentor, and motivate a team of customer support representatives.
• Oversee daily customer support operations and workflow.
• Monitor team performance and provide regular feedback and coaching.
• Handle and resolve escalated customer inquiries and complaints.
• Develop and implement customer service standards and procedures.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Train new team members and provide ongoing professional development.
• Collaborate with other departments to ensure a cohesive customer experience.
• Manage customer support schedules and ensure adequate coverage.
• Champion a customer-centric approach throughout the team.

• Proven experience in customer service or a related field.
• Previous experience in a team lead, supervisory, or management role.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in customer support software and CRM systems.
• Ability to analyze customer data and service metrics.
• Commitment to providing exceptional customer service.
• Organized and detail-oriented with strong time management skills.
• Ability to work effectively both independently and as part of a remote/hybrid team.