Senior Customer Support Specialist

About the Role

Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their dynamic team in London . This role is pivotal in ensuring our clients receive exceptional service and timely resolutions to their inquiries. You will act as a point of escalation for complex issues, contribute to team training, and help shape our client's customer support strategy. This position offers a fantastic opportunity to advance your career in customer service within a supportive and growth-oriented environment, working closely with various departments to enhance overall customer satisfaction.

Key Responsibilities

• Handle escalated customer inquiries and complaints with professionalism and efficiency.
• Provide comprehensive technical and non-technical support via phone, email, and live chat.
• Develop and maintain knowledge base articles and customer-facing FAQs.
• Train and mentor junior support staff on best practices and product knowledge.
• Analyze customer feedback and identify trends to suggest service improvements.
• Collaborate with product and engineering teams to report and resolve bugs.

Requirements

• Minimum of 3 years' experience in a customer support or helpdesk role, with at least 1 year in a senior capacity.
• Excellent communication and interpersonal skills, with the ability to empathize and de-escalate stressful situations.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Demonstrated ability to work effectively both independently and as part of a team.

Benefits

• Competitive salary package.
• Hybrid working model offering flexibility.
• Comprehensive health insurance coverage.
• Opportunities for professional development and career progression.
• A positive and collaborative team culture.