Senior Customer Support Agent

About the Role

Our client is seeking an experienced Senior Customer Support Agent to lead their support efforts in Cambridge . This role involves handling complex customer inquiries, mentoring junior team members, and contributing to the continuous improvement of support processes. You will be pivotal in ensuring high standards of customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices, working collaboratively within a thriving office environment.

Key Responsibilities

• Handle escalated customer issues and provide advanced troubleshooting.
• Mentor and train junior customer support agents, providing guidance and feedback.
• Analyze customer feedback and support metrics to identify areas for improvement.
• Develop and implement best practices for customer service interactions.
• Liaise with other departments to resolve complex client problems.
• Contribute to the creation and maintenance of support documentation and training materials.

Requirements

• Proven experience as a Customer Support Agent , with a significant portion in a senior or lead capacity.
• Excellent communication, problem-solving, and conflict resolution skills.
• Experience with CRM systems and helpdesk software.
• Ability to mentor and guide team members effectively.
• Strong analytical skills and attention to detail.
• Must be based in or able to commute to Cambridge .

Benefits

• Competitive salary with performance-based reviews.
• Opportunity to take on leadership responsibilities.
• Comprehensive training and development programs.
• A supportive and professional team culture.
• Standard company benefits including pension and holiday pay.