13 Ulster Carpets jobs in Lurgan

Job Description

Customer Service Executive
Location: Craigavon- 5 days onsite
Reports To: Customer Service Manager
Contract Type: Permanent

Role Purpose

To provide analytical support, strategic direction, and effective communication across multiple categories for Pilgrims Europe. This role ensures alignment between internal teams and customer stakeholders, driving supply chain excellence and delivering best-in-clas.

ZIPC1_UKTJ

Associate Sales Development Representative
Job Description:
As an Associate Sales Development Representative, you will identify and engage with businesses that could be potential customers or are already within our ecosystem. Your role involves addressing their challenges, solving problems, and helping them achieve their goals. Partnering with our industry-leading demand generation teams, you'll connect with businesses engaging with our marketing content, educate them through insights, and demonstrate how our services can support their objectives.
About the Team
Our team plays a vital role in supporting customers throughout their journey with Sage, with a strong focus on new customer acquisition. We thrive in a high-energy, fun, and driven environment where leveraging technology and helping customers find the right solutions are top priorities. Doing the right thing by our customers is key to our mutual success.
We are deeply committed to personal development, offering ongoing coaching and tailored support to help you succeed in this role and future opportunities at Sage.
This is a hybrid role - three days per week in our Newcastle office
Key Responsibilities:
- Demonstrate a passion for helping customers, providing exceptional first interactions with new customers to create outstanding experiences.
- Stay focused and self-motivated, taking positive actions while being open to feedback and guidance.
- Be decisive, bold, and adaptable, tailoring your approach to fit varying situations.
- Collaborate with teams across Sage, including Marketing, Business Development, Sales Development, Product, and Customer Success, to execute industry-aligned go-to-market plans.
- Confidently tell the Sage story, deeply understand our solutions and differentiators, and maintain strong market and vertical knowledge.
Requirements
- Starting to develop a personal brand and professional presence.
- Driven by curiosity and business insight, with a desire to generate customer engagement.
- Build rapport easily with customers and create insightful questions to uncover their needs.
- Curious to learn about customers' strategic goals, challenges, and KPIs.
- Motivated, eager to learn and develop, and enjoy working as part of a team.
- Developing resilience and understanding the approach needed to achieve success.
Key Performance Metrics
- Delivery of qualified opportunities.
- Support in achieving ARR (Annual Recurring Revenue) and securing new logos.
- Maintain high Customer NPS (Net Promoter Score) and personal CSAT (Customer Satisfaction).
- Competitive base salary and commission structure
- Comprehensive health, dental and vision coverage
- Work away scheme for up to 10 weeks a year
- On-going training and professional development
- Paid 5 days yearly to volunteer through our Sage Foundation
- Flexible work patterns and hybrid working
#LI-VK1
Function:
Performance Marketing
Country:
United Kingdom
Office Location:
Newcastle
Work Place type:
Hybrid
Advert
Working at Sage means you're supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.
Our colleagues are the best of the best. It's why we were awarded 2024 Best Places to Work by Glassdoor. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.
Learn more about working at Sage:sage.com/en-gb/company/careers/working-at-sage/
Watch a video about our culture:youtube.com/watch?v=qIoiCpZH-QE
We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out
Learn more about DEI at Sage:sage.com/en-gb/company/careers/diversity-equity-and-inclusion/
Equal Employment Opportunity (EEO)
Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

Our client is seeking a dedicated and empathetic Remote Customer Service Specialist to join their fully remote team. This role is based from the comfort of your own home, providing essential support to customers across the UK. You will be the first point of contact for customer inquiries, offering solutions and guidance via phone, email, and live chat. A primary responsibility is to resolve customer issues efficiently and effectively, ensuring a positive and satisfactory experience. You will need to possess excellent communication skills, with the ability to articulate complex information clearly and concisely. A strong understanding of customer service principles and a genuine desire to help others are paramount. You will be adept at de-escalating challenging situations and maintaining a professional and friendly demeanour at all times. This role requires exceptional listening skills and the ability to empathise with customer concerns. You will be responsible for accurately documenting all customer interactions, maintaining detailed records in our CRM system. Proactive problem-solving and a willingness to go the extra mile for the customer are key attributes. You will work collaboratively with other remote team members, sharing knowledge and best practices to enhance the overall customer support function. This position demands self-discipline and excellent time management skills, as you will be managing your workload independently. A reliable internet connection and a dedicated, quiet workspace are essential requirements for this remote position. We are looking for individuals who are passionate about customer service and eager to contribute to a supportive, virtual team environment. The ideal candidate will be comfortable navigating various digital communication platforms and possess a keen eye for detail. You will receive comprehensive training on our products, services, and support tools. This is an excellent opportunity to build a career in customer service with a company that values its employees and offers a flexible, remote-first working culture. Your responsibilities will include: responding to customer inquiries promptly; troubleshooting and resolving issues; processing orders and returns; providing information about products and services; and contributing to customer satisfaction initiatives. This fully remote role is ideal for individuals seeking flexibility without compromising on career development and impact.

Our client, a well-established online retailer, is seeking an experienced and proactive Lead Customer Service Representative to manage and mentor their fully remote customer support team. This role offers the flexibility to work from any location within the UK.

As the Lead Customer Service Representative, you will be responsible for overseeing the day-to-day operations of the customer service department, ensuring that all customer inquiries and issues are handled efficiently, professionally, and to the highest standard. You will play a crucial role in driving customer satisfaction and loyalty by leading by example and implementing best practices in customer interaction.

Key responsibilities include coaching, training, and motivating the customer service team to achieve performance targets. You will handle escalated customer complaints and complex inquiries, providing effective and timely solutions. Monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores will be essential. You will also contribute to the development and refinement of customer service policies and procedures, identifying areas for improvement and implementing solutions. Collaboration with other departments, including sales and logistics, will be necessary to ensure a seamless customer experience.

The ideal candidate will have a minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or lead capacity. Previous experience in e-commerce or a related industry is highly advantageous. Exceptional communication, interpersonal, and problem-solving skills are required. You must be adept at managing challenging customer situations and possess a calm, patient, and empathetic demeanor. Experience with CRM software and helpdesk ticketing systems is essential. The ability to work independently, manage multiple priorities, and lead a remote team effectively is critical. A strong understanding of customer service best practices and a commitment to delivering outstanding customer experiences are paramount.

This is an excellent opportunity for a customer-focused individual to take on a leadership role within a dynamic company, shaping the customer experience and driving team success from a fully remote setup.

Our client, a leading provider of innovative software solutions, is seeking an experienced and highly organised Customer Service Manager to lead their technical support team. This is a fully remote position, offering a fantastic opportunity to manage and inspire a high-performing team dedicated to delivering exceptional support to a global client base. You will be responsible for overseeing daily operations, implementing best practices, driving continuous improvement, and ensuring customer satisfaction. The ideal candidate will have a strong background in technical support, excellent leadership skills, and a passion for fostering a positive and productive remote work environment.

Responsibilities:

• Manage and lead a team of technical support specialists, providing coaching, training, and performance management.
• Oversee the daily operations of the customer service department, ensuring efficient ticket management and timely issue resolution.
• Develop and implement customer service policies, procedures, and standards to enhance service quality.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting and support.
• Collaborate with product development and engineering teams to address customer feedback and identify product improvements.
• Ensure comprehensive and up-to-date documentation of support processes and solutions.
• Foster a customer-centric culture within the support team, promoting empathy and professionalism.
• Manage staffing levels, scheduling, and resource allocation to meet service demands.
• Identify training needs for the support team and develop relevant training programs.
• Stay abreast of product updates, industry trends, and best practices in technical support.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• Minimum of 5 years of experience in technical customer support, with at least 2 years in a management or team lead role.
• Proven experience managing remote teams.
• Strong understanding of technical troubleshooting methodologies and customer support best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with customer relationship management (CRM) and helpdesk software (e.g., Zendesk, ServiceNow).
• Ability to analyse data and generate reports on customer service performance.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A passion for technology and delivering outstanding customer experiences.

This is an excellent remote opportunity for a motivated leader to shape the customer service function of a growing technology company. If you excel at leading teams and ensuring customer satisfaction, we encourage you to apply.

Our client is seeking an experienced and highly motivated Senior Customer Service Team Lead to manage and develop a high-performing customer support team. This role is pivotal in ensuring exceptional customer experiences, resolving complex issues, and driving continuous improvement in service delivery. You will be responsible for leading, coaching, and mentoring customer service representatives, monitoring team performance against key metrics, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate will have a proven track record in customer service management, excellent communication and problem-solving skills, and a deep understanding of customer service best practices. This position offers a hybrid working model, requiring a balance of remote work and in-office presence for team meetings and collaborative sessions.

Key Responsibilities:

• Lead, train, motivate, and manage a team of customer service representatives to achieve high performance standards.
• Monitor and analyze team performance using key metrics (e.g., response times, resolution rates, customer satisfaction scores).
• Develop and implement strategies to improve customer service processes and overall customer experience.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews with team members.
• Ensure adherence to company policies, procedures, and service level agreements.
• Collaborate with other departments to address customer feedback and identify areas for improvement.
• Contribute to the development and delivery of customer service training programs.
• Maintain a thorough understanding of the company's products and services.
• Foster a positive and supportive team environment that encourages collaboration and professional growth.

Qualifications:

• Proven experience (minimum 4 years) in a customer service role, with at least 2 years in a team leadership or supervisory capacity.
• Demonstrated ability to lead, coach, and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Ability to analyze performance data and implement data-driven improvements.
• Proficiency in Microsoft Office Suite.
• Strong organizational skills and the ability to manage multiple priorities.
• Adaptability and willingness to work effectively in a hybrid environment.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.

Join a customer-centric organization committed to excellence. The role is located in Belfast, Northern Ireland, UK , with a hybrid working arrangement.

Our client is seeking an experienced and empathetic Remote Customer Service Team Lead to manage and motivate a high-performing support team. This is a completely remote role, offering the flexibility to work from any location within Northern Ireland. You will be responsible for overseeing the daily operations of the customer service department, ensuring exceptional service delivery and customer satisfaction. Your key responsibilities will include coaching, mentoring, and developing a team of customer service representatives, setting performance goals, and conducting regular performance reviews. You will handle escalated customer issues, resolve complex problems efficiently, and ensure adherence to company policies and procedures. Developing and implementing best practices for customer support, identifying areas for improvement in service delivery, and contributing to the creation of training materials are also crucial aspects of this role. You will monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, taking proactive steps to enhance team performance. This role requires excellent leadership and communication skills, with a proven ability to inspire and motivate a remote team. A strong understanding of customer service principles, conflict resolution techniques, and experience with CRM software are essential. You should be adept at managing workflows, prioritising tasks, and fostering a positive and collaborative team environment. The ideal candidate will possess a genuine passion for customer service and a commitment to delivering outstanding support experiences. This is a fantastic opportunity to join a growing company that values its employees and offers a supportive remote working culture.

Our client, a leader in innovative software solutions, is seeking a highly skilled and dedicated Senior Customer Service Specialist to join their fully remote, customer-focused team. This crucial role will be responsible for providing advanced technical support and exceptional service to a global customer base, troubleshooting complex issues, and acting as a key point of escalation. You will be instrumental in ensuring customer satisfaction and retention by delivering timely, effective, and empathetic resolutions.

Key Responsibilities:

• Provide high-level technical support to customers via phone, email, and chat, addressing complex software and hardware-related inquiries.
• Troubleshoot and diagnose product issues, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to the appropriate internal teams (e.g., engineering, product development) with detailed documentation.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
• Train and mentor junior customer support representatives, sharing best practices and technical expertise.
• Proactively identify trends in customer issues and provide feedback to product and engineering teams for service and product improvements.
• Manage and prioritize incoming support requests, ensuring timely and efficient resolution within service level agreements (SLAs).
• Contribute to the continuous improvement of customer support processes and tools.
• Act as a customer advocate, ensuring their needs are met and their experience is positive.
• Participate in on-call rotation as needed for urgent support escalations.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a customer service or technical support role, with a strong emphasis on software troubleshooting.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven ability to diagnose and resolve complex technical issues efficiently and effectively.
• Excellent communication, active listening, and problem-solving skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience in training or mentoring junior staff is a plus.
• A patient, empathetic, and customer-centric attitude.

This fully remote position offers the flexibility to work from anywhere while being a vital part of a supportive and innovative customer success team.

Our client, a dynamic and rapidly growing technology firm, is seeking a strategic and experienced Head of Customer Service Operations to lead their global support function on a fully remote basis. This senior leadership role is responsible for designing, implementing, and managing exceptional customer service strategies and operations that drive customer satisfaction, loyalty, and retention. You will lead a diverse team of customer support professionals, ensuring the delivery of timely, accurate, and empathetic support across all channels.

The ideal candidate will possess a deep understanding of customer service best practices, technology platforms (CRM, ticketing systems, AI chatbots), and workforce management. You will be adept at analyzing customer feedback and operational data to identify trends, opportunities for improvement, and areas of risk. This role requires strong leadership, strategic planning, and a passion for creating outstanding customer experiences. You will collaborate closely with Product, Sales, and Marketing teams to ensure a cohesive customer journey and to translate customer insights into actionable improvements.

Key Responsibilities:

• Develop and execute a comprehensive customer service strategy aligned with business objectives and customer experience goals.
• Oversee the day-to-day operations of the customer service department, including helpdesk, technical support, and customer success functions.
• Lead, mentor, and develop a high-performing global customer service team, fostering a culture of excellence and customer advocacy.
• Implement and optimize customer service processes, workflows, and technology solutions (CRM, ticketing, knowledge base, etc.).
• Establish and monitor key performance indicators (KPIs) such as CSAT, NPS, FCR, and response times, driving continuous improvement.
• Analyze customer feedback and operational data to identify insights and recommend strategic improvements.
• Manage customer service budgets and resource allocation effectively.
• Ensure compliance with data privacy regulations and security protocols.
• Collaborate with cross-functional teams to ensure a seamless customer journey and address customer issues proactively.
• Develop and deliver training programs to enhance the skills and knowledge of the customer service team.
• Manage third-party support vendors where applicable.
• Act as a key advocate for the customer internally, championing their needs and perspectives.

Qualifications and Experience:

• Bachelor's degree in Business Administration, Management, or a related field. MBA is a plus.
• Minimum of 7 years of progressive experience in customer service management, with at least 3 years in a leadership role.
• Proven track record of building and scaling customer service operations, preferably in a technology or SaaS environment.
• Extensive experience with customer service software and technologies (e.g., Zendesk, Salesforce Service Cloud, Intercom).
• Strong understanding of customer experience (CX) principles and methodologies.
• Excellent leadership, coaching, and team-building skills, with experience managing remote teams.
• Exceptional analytical, problem-solving, and strategic planning abilities.
• Outstanding communication, presentation, and interpersonal skills.
• Ability to manage multiple priorities and thrive in a fast-paced, remote work environment.
• Demonstrated ability to drive customer satisfaction and loyalty through exceptional service.

This is a critical remote leadership opportunity for an accomplished Customer Service Operations professional looking to make a significant impact. If you are passionate about delivering world-class customer experiences, we encourage you to apply.