Customer Support Specialist

7 days ago

Braintree, Essex, United Kingdom WE Talent Full time

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Advisor at a dynamic business in Braintree. This is an exciting opportunity to work in a modern premises, receive comprehensive training, and enjoy ongoing career support.

This role is ideal for someone who is passionate about delivering exceptional customer service and has a drive to support customers in achieving their goals. As a representative of the company brand, you will be expected to embody professionalism and align with the company's values.

The successful candidate will work full-time, Monday to Friday, with approximately 2 weekend dates per month (with a day off in the week). This is a permanent position with opportunities for career progression and a competitive salary.

Key Responsibilities:

  • Provide exceptional customer service via various communication channels, ensuring timely and effective resolution of customer queries.
  • Aim to resolve issues on first contact, escalating complex matters to senior colleagues when necessary.
  • Support administrative tasks, including sending invoices and delivery notes, to maintain a high level of customer satisfaction.
  • Meet customer service targets and objectives, contributing to the overall success of the team.
  • Handle customer queries politely and empathetically, striving to resolve issues on the first attempt.
  • Deal with challenging customers, following the complaints process when necessary, to maintain a positive customer experience.
  • Build strong relationships with customers, providing excellent service to retain current customers and reduce refunds and compensation.
  • Collaborate with other teams to ensure seamless service delivery and maintain high service levels.
  • Work with third-party suppliers to quickly resolve any issues, ensuring minimal disruption to customer service.
  • Identify opportunities to recommend additional products or services, enhancing customer satisfaction and loyalty.

Requirements:

  • Previous experience in customer support is essential, with a strong background in phone-based customer service.
  • Proficiency in computer software and the ability to learn new technology quickly.
  • Empathetic, supportive, and patient, with excellent verbal and written communication skills.
  • Ability to multitask and work under pressure, with a strong focus on delivering results.
  • Previous complaint support experience, with a proven track record of resolving complex issues.
  • A strong team player with a willingness to support colleagues and contribute to a positive team culture.

Benefits:

  • Competitive salary with opportunities for salary progression.
  • Free parking and a company pension scheme.
  • Great company events and team-building activities.
  • 24 days' holiday per year, increasing with service.

This role may suit:

  • Customer Service Representatives.
  • Customer Support Specialists.
  • Call Handlers.
  • Emergency Call Handlers.
  • Complaints Handlers.

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