Job Overview: We are looking for a talented and customer-focused Remote Customer Support Representative to join our team. As a Customer Support Representative, you will be responsible for providing high-quality support to our customers through various communication channels, including phone, email, and live chat. The ideal candidate will have excellent communication skills, a strong customer service orientation, and a drive to exceed customer expectations.
Responsibilities:
Respond to customer inquiries and issues in a professional, empathetic, and timely manner
Troubleshoot and resolve customer problems with a focus on first-call resolution
Collaborate with other teams to ensure customer satisfaction and retention
Provide accurate information about our products and services to customers
Update customer information and interactions in our systems
Follow established procedures and policies to ensure compliance and quality standards are met
Suggest process improvements to enhance customer support and customer satisfaction
As a Remote Customer Support Representative, you will play a critical role in ensuring our customers receive high-quality support and have a positive experience with our products and services. You will need to have a deep understanding of our offerings, as well as the ability to use our systems and tools effectively to communicate with customers and resolve their problems.
Requirements:
Excellent written and verbal communication skills
Strong customer service orientation and passion for delivering outstanding customer experiences
Ability to work independently and as part of a team
Proficient in using computer systems and software
Strong attention to detail and ability to manage competing priorities
To be successful in this role, you will need to possess excellent communication skills and a strong customer service orientation. You should be comfortable working independently and as part of a team, and be able to use computer systems and software to communicate with customers and update their information. You should also have a strong attention to detail and be able to manage competing priorities.
Responsibilities in Detail: As a Remote Customer Support Representative, you will have the following responsibilities:
Responding to Customer Inquiries and Issues: You will need to respond to customer inquiries and issues in a professional, empathetic, and timely manner. This will involve listening carefully to our customers and providing prompt and accurate solutions to their problems, with a focus on first-call resolution.
Troubleshooting and Resolving Customer Problems: You will need to have excellent problem-solving skills to be an effective Customer Support Representative. You will be responsible for troubleshooting and resolving customer issues, and proactively identifying and addressing potential challenges.
Collaborating with Other Teams: To ensure customer satisfaction and retention, you will need to collaborate effectively with other teams, including sales, marketing, and product teams. This will involve working closely with these teams to ensure our customers are getting the support and guidance they need.
Providing Accurate Information to Customers: You will need to provide customers with accurate information about our products and services. This will involve answering customer questions and providing product demos.
Updating Customer Information: To ensure accurate and up-to-date information about our customers, you will need to update customer information and interactions in our systems. This will involve accurately documenting customer interactions and ensuring that customer data is correct.
Following Established Procedures and Policies: You will need to follow established procedures and policies to ensure compliance with regulations and quality standards. This will involve adhering to standard operating procedures and following established protocols for customer support.
Suggesting Process Improvements: To enhance customer support and customer satisfaction, you will need to suggest process improvements. This will involve working with other teams to identify areas for improvement and developing solutions to increase efficiency and customer satisfaction.
Locations
Newcastle upon Tyne
Remote status
Fully Remote
Employment type
Full-time
Employment level
Administrative
https://careers.sdllf.co.uk/jobs/2443388-remote-customer-support-representative