Job Description

Job Summary

We are seeking a dedicated and proactive Customer Support Coordinator to join our team. The Customer Support role is focused on delivering exceptional customer service across multiple communication channels.. The ideal candidate will possess excellent communication skills, both verbal and written, and will be confident with handling customer interactions with professionalism and courtesy.

Accountable for:

Communicate effectively with customers via inbound and outbound telephone, e-mail and other software systems (such as live chat, automated systems) achieving SLA's and ensuring customer satisfaction. Assist customers with delivery status updates, courier returns, and exchanges, providing clear and accurate information. Carry out a range of processing tasks and handling of customer ensuring relevant productivity and quality measures are achieved in line with specified process and procedures. Effectively work with software systems and applications. Take ownership of customer problems, solving them at first point of contact, providing guidance and solutions and escalate when required, ensuring that customers are regularly updated throughout the resolution process. Address and resolve customer complaints or issues in a timely, professional, and empathetic manner. Deal with customer data ethically and in accordance with the ISO27001 and Cyber Essential plus requirements. Maintain accurate records of customer interactions, transactions, and feedback for future reference and analysis. Collaborate within the team to clarify facts, exchange information or resolve enquiries and issues. Contribute to the continuous improvement by identifying and taking ownership of opportunities. Report recurring problems or service inefficiencies to the Senior Customer Support for improvement. Support wider business to ensure that performance standards and business objectives are met. Work closely with other customer service agents and departments to resolve any cross-functional issues. Contribute to the development of customer support resources, including FAQs and support documentation. Build long lasting professional relationships with customers that will exceed their expectations.

Other:

Any other admin duties as requested. Follow company policies and procedures. Looking for continuous improvement opportunities.

KPI's measured against:

Absence levels. Lateness. Client satisfaction results (CSAT). Client SLA's.

Attributes:

Be

curious- in our relentless quest for better solutions. Be

agile- as we look to deliver value added solutions to rapid change. Be

collaborative- in the way we work towards solutions for everyone in the process. Be

resilien*t - as we drive to move forward with innovative solutions and processes.
Be

respectful- of our clients, colleagues, partners, ideas, industry and our planet. Be

solution focused- in everything we do, and ensure all activity is directed to achieving agreed goals. Be

supportive- of our people, our community, our initiatives, our company and our clients.
If you are passionate about delivering exceptional customer service and thrive in a dynamic environment, we encourage you to apply for the Customer Support position.

Job Types: Full-time, Permanent

Pay: 22,880.00-23,846.00 per year

Benefits:

Bereavement leave Casual dress Health & wellbeing programme Life insurance Profit sharing
Schedule:

Day shift Monday to Friday No weekends
Work Location: In person

Application deadline: 05/05/2025
Reference ID: Customer Support