Customer Support Specialist

6 days ago

Sheffield, United Kingdom Parts4Engines Limited Full time

**The Role**:
**Responsibilities**:

- **Order Management**: Assist customers with placing orders, tracking deliveries, processing returns, and exchanges. Ensure accurate and timely fulfilment of customer orders.
- **Product Information**: Provide detailed information about products, including availability, specifications, and pricing. Help customers make informed purchasing decisions by understanding their needs and recommending products accordingly.
- **Feedback Collection**: Solicit feedback from customers regarding their shopping experience, products, and services offered. Use this feedback to identify areas for improvement and suggest changes to enhance customer satisfaction.
- **Technical Support**: Offer assistance with website navigation, account creation and management, and troubleshooting any technical issues that customers may encounter on the website.
- **Dispute Resolution**: Handle disputes and negotiate solutions that satisfy both the customer and the company, within the bounds of company policies.
- **Team Collaboration**: Work closely with other departments to ensure a cohesive and consistent customer experience. Share customer feedback and insights that may be beneficial for other teams.
- **Customer Relationship Management (CRM)**: Maintain detailed records of customer interactions, transactions, feedback, and complaints in a CRM system. Use this information to provide personalised support and identify trends or recurring issues.
- **Monitoring Customer Trends**: Keep an eye on customer purchasing trends, common enquiries, and feedback to anticipate customer needs and adjust strategies accordingly.

**The Person**

We’re looking for someone who is great with customer service experience, is a skilled communicator and problem solver. The role will require building some technical knowledge about our products so that you can properly advise customers so an interest in engines / engineering is a big advantage.

**Essential**:

- 3+ years customer service experience
- Experience with Freshdesk / Zendesk, or similar helpdesk software
- Experience with live chat (any software)
- Excellent telephone manner
- Comfortable offering product advice
- Clear written communication

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Work Location: In person

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