Customer Support Specialist

5 months ago


Malvern, United Kingdom Xopitx Ltd Full time

**Customer Support Specialist**

At Xoptix, our passion lies in delivering top-notch customer service. To reinforce this commitment, we are seeking a dedicated Customer Support Specialist to ensure an exceptional experience for every customer we engage with. This role is to serve as a vital link between our customers' needs and the services we provide, going the extra mile to not just meet but surpass their expectations.

**Responsibilities**
- Manage customer conversations across all our support channels.
- Proactively support our distributors in customer support and presale situations.
- Answer customer inquiries and escalate complex issues to the appropriate team members to ensure rapid support.
- Proactively take steps to enhance the customer experience.
- Share and document relevant customer feedback.
- Evaluate our customer support processes, devise improvements, measure results, and iterate.
- Report on key customer service metrics and identify noteworthy trends.
- Build and maintain our installation base of customers.
- Assist our field service and sales teams.

**Requirements**:

- A degree in a technical field.
- 5+ years of experience in a customer-facing role, preferably in customer service field.
- Strong written and verbal communication skills.
- Friendly and empathetic demeanor.
- Exceptional problem-solving ability.
- Ability to communicate in more than one language.

**Salary**: £27,000.00-£31,000.00 per year

**Benefits**:

- Canteen
- Company events
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Malvern, WR14 3SZ: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- customer service: 5 years (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person



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