Customer Support Officer

Job Description

We are seeking a Customer Support Officer to provide top-notch service to our clients in Manchester. The successful candidate will be responsible for handling inquiries, providing solutions, and ensuring a high level of customer satisfaction.

Responsibilities

• Handle incoming customer requests and inquiries with professionalism.
• Assist customers with order placements, cancellations, and refunds.
• Analyze customer issues and escalate them when necessary.
• Compile and analyze service metrics for reporting.
• Participate in team meetings to discuss challenges and solutions.
• Ensure compliance with service level agreements (SLAs) for customer interactions.
• Build strong relationships with customers through excellent service.
• Assist in creating customer support documentation and FAQs.

Requirements

Education

• Bachelor's degree preferred in a related field

Experience

• 3+ years of experience in a customer-facing role

Technical Skills

• Live chat support tools
• Zendesk

Soft Skills

• Problem-solving
• Teamwork

Certifications

• Customer Service Certification (optional)

Languages

• English: Fluent

Advantageous

• Familiarity with customer feedback tools: Experience using tools for collecting and analyzing customer feedback.

Benefits

• Comprehensive benefits package including health insurance
• Pension plan with employer contributions
• Flexible working hours
• Access to training programs and workshops

Company Culture

• Innovation: We embrace new ideas and encourage innovative solutions in customer service.
• Inclusivity: We value diverse perspectives and strive for inclusivity in our team.
• Fun and Engaging Environment: We believe that work should be enjoyable, and we integrate fun into our daily tasks.