Senior Customer Support Specialist

About the Role

Our client is seeking an experienced and empathetic Senior Customer Support Specialist to join their dynamic team in Leicester . This pivotal role involves providing exceptional assistance to customers, resolving complex issues, and contributing to the continuous improvement of our client's support services. You will act as a point of escalation for challenging inquiries, ensuring customer satisfaction remains paramount while upholding company standards. This position offers a fantastic opportunity to work within a supportive environment, utilizing your problem-solving skills to make a tangible difference in customer experiences, and contributing to a culture that values customer-centricity and professional growth within the vibrant city of Leicester .

Key Responsibilities

• Manage and resolve a high volume of customer inquiries via phone, email, and chat in a timely and professional manner.
• Serve as a first point of contact for escalated customer issues, demonstrating patience and empathy.
• Troubleshoot technical problems and provide clear, step-by-step solutions to end-users.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to management for service improvements.
• Train and mentor junior support staff, sharing best practices and product knowledge.

Requirements

• Proven experience as a Customer Support Representative or similar role, with at least 2 years in a senior or lead capacity.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving abilities and the capacity to think critically under pressure.
• Familiarity with common IT support tools and basic troubleshooting techniques.
• Ability to work effectively both independently and as part of a team in Leicester .

Benefits

• Competitive salary package.
• Hybrid working model offering a balance between office and remote flexibility.
• Comprehensive training and development opportunities.
• Generous holiday allowance and company benefits.
• A positive and collaborative team atmosphere dedicated to customer success.