Client Relations Specialist

1 month ago


Southampton, Southampton, United Kingdom The Workshop Full time

The Workshop, a leader in innovative products and exceptional aftersales support, is seeking dedicated individuals to enhance our customer service capabilities.

In this position, you will engage with various consumer inquiries, necessitating a professional demeanor in both verbal and written communication.

Key Responsibilities

  • Serve as the primary contact for all incoming customer support inquiries within the contact center.
  • Assess customer inquiries, generating a ticket or case reference, and directing them to the appropriate department or colleague through email, phone, or written communication to ensure efficient service delivery.
  • Oversee open tickets and cases, ensuring they reach full resolution once the query owner has provided a solution, and escalate issues as needed to maintain proactive service.
  • Offer timely updates to customers and end users to foster a positive customer experience.

Required Skills and Attributes

  • A positive attitude with a continuous improvement mindset.
  • Ability to take ownership of responsibilities.
  • Customer-centric approach with a commitment to excellence.
  • Team-oriented individual who promotes positive communication and mutual respect.
  • Experience in customer service within a contact center environment, whether inbound or outbound, is preferred but not mandatory.
  • Proficient in utilizing various software applications.
  • Effective communication skills across multiple channels, including phone, email, chat, or online ticketing systems.
  • Ability to triage and troubleshoot inquiries remotely, providing guidance on next steps for product or situational issues.
  • Capable of managing a high volume of inquiries (up to 100 per day during peak periods).

Note: This role offers a hybrid work model following the completion of initial training.

Benefits Include:

  • 25 days of annual leave.
  • Pension plan.
  • Healthcare coverage.
  • Early finish on Fridays during summer months.
  • Supportive working environment.
  • Working Hours:
  • Monday to Thursday (with an unpaid lunch break), and an earlier finish on Fridays during summer months. Hybrid schedule with set work-from-home days.

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