Customer Support Specialist

5 months ago

Indian Queens, United Kingdom The Cornish Company Full time

**Job description**

Are you passionate about providing exceptional customer experiences? Do you have a knack for problem-solving and excellent communication skills? If so, we have the perfect opportunity for you We are currently seeking a motivated and enthusiastic Customer Support Specialist to join our growing team.

**About Us**:The Cornish Company is one of the fastest growing E-commerce companies in the U.K, we offer a fun & fast paced environment that is constantly changing. Our mission is simple, and that is to bring the Cornish community together by celebrating and championing local artisan food & drink producers. Together, our aim is to spread the Cornish message across the U.K and eventually around the world.

**Position: Customer Support Specialist**

**Job Overview**:As a Customer Support Specialist, you will be the primary point of contact for our customers, ensuring their questions and concerns are addressed promptly and effectively. You will play a vital role in maintaining our reputation for exceptional customer service and building lasting relationships with our clients.

**Responsibilities**:

- Problem Resolution: Analyse customer problems and provide appropriate solutions, demonstrating a deep understanding of our products/services.
- Technical Troubleshooting: Diagnose and troubleshoot technical issues, working closely with the technical support team when necessary to deliver timely solutions.
- Knowledge Base Maintenance: Contribute to our knowledge base by creating support articles and resources to help customers find answers to common questions.
- Escalation Management: Escalate complex or critical issues to the appropriate teams and follow up to ensure timely resolution.
- Customer Feedback: Collect and document customer feedback, identifying trends and areas for improvement.

**Requirements**:

- Customer-Centric: A genuine passion for helping people and ensuring customer satisfaction.
- Conflict Resolution Skills: Ability to handle interactions with angry, upset, or confrontational customers in a calm and professional manner. Demonstrated proficiency in de-escalating tense situations and finding solutions to resolve conflicts to the satisfaction of the customer and the company.
- Communication Skills: Excellent verbal and written communication skills, with a professional and friendly demeanor.
- Problem-Solver: Strong analytical and problem-solving skills to efficiently resolve customer issues.
- Empathy: Ability to understand customer needs and concerns, showing empathy and patience in challenging situations.
- Adaptability: Flexibility to work in a fast-paced environment and handle multiple tasks simultaneously.
- Technical Aptitude: Basic technical knowledge to troubleshoot software/hardware-related problems (training will be provided).
- Team Player: Collaborative mindset, working well within a team and contributing to a positive work environment.
- Availability: Willingness to work flexible hours around special occasions when the company get's very busy.
- A Passion for Cornwall

**Preferred Qualifications**:

- Previous experience in a customer support or helpdesk role is essential.
- Familiarity with ticket support systems such as Gorgias, Zendesk is a plus.

**How to Apply**:If you are excited about joining a dynamic team dedicated to delivering exceptional customer experiences, we would love to hear from you Please submit your updated resume and a cover letter outlining your interest in the position and relevant qualifications.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free fitness classes
- Free parking
- Gym membership
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- customer service: 3 years (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

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