Customer Support Analyst

Job Description

As a Customer Support Analyst in Manchester, you will be the first point of contact for our customers, delivering top-notch support and ensuring customer satisfaction. Your role will involve troubleshooting issues, answering inquiries, and providing solutions in a timely manner.

Responsibilities

• Manage customer inquiries and provide effective solutions.
• Escalate unresolved issues to the appropriate departments.
• Ensure proper follow-up on customer service requests.
• Create reports on customer interactions and feedback.
• Participate in team meetings to discuss service improvements.
• Assist in developing training materials for new staff.

Requirements

Education

• Bachelor's degree in Communication or related field

Experience

• Proven experience in a fast-paced customer support environment, preferably in a tech or services industry.

Technical Skills

• Help Desk Software
• Data Analysis Tools

Soft Skills

• Empathy
• Adaptability

Certifications

• Service Quality Management Certification

Languages

• English: Fluent

Advantageous

• Familiarity with social media platforms for customer relations: Experience using social media for customer engagement and problem-solving.
• Understanding of customer service metrics: Knowledge of KPIs and metrics used to measure customer service performance.

Benefits

• Attractive salary package with performance bonuses
• Flexible working hours and remote work possibilities
• Employee recognition programs
• Well-being initiatives and support

Company Culture

• Innovation: We thrive on innovation and are always looking for new ways to enhance our service.
• Inclusivity: We aim to create an inclusive environment where diversity is celebrated.
• Work-life Balance: We promote a healthy work-life balance and support flexible working arrangements.