Job Title: Customer Service Support

Location: Full-time from the office in Whitefield, Manchester.

Reporting to: Customer Services Manager

About Us

We are a high growth fast paced leading end-of-life IT Asset Management business dedicated to managing all aspects of technology and data securely and sustainably. We guarantee client data security to the highest Government standards, emphasising re-use and revenue generation. Our services range from organisation-wide desktop refreshes and data centre to Cloud migrations to BAU disposal requirements, ensuring complete compliance with GDPR and WEEE legislation. We are honoured to have received the distinguished King’s Award for Enterprise: Promoting Opportunity 2024. This esteemed recognition celebrates our innovative prison recycling program which has not only significantly contributed to environmental sustainability but has also facilitated the successful reintegration of prisoners into society.

Our Mission

We are committed to delivering social value through end-of-life IT, providing second chances for both equipment and people within our business and community. Being part of our team means contributing to meaningful change from our prison workshop initiatives to continual service improvements.

Role Overview

As Customer Service Support, you will play a pivotal role in ensuring our customers receive the highest level of service. You will be the first point of contact for customer enquiries, providing support via phone, email, and in-person. Your responsibilities will include resolving customer issues, processing orders, and providing product information. You will work closely with the Customer Services Manager to ensure that all customer interactions are handled efficiently and effectively, contributing to overall customer satisfaction and loyalty.

• Customer Support: Provide prompt, professional, and friendly service to customers via phone, email, and live chat, addressing inquiries and resolving issues.
• Order Processing: Accurately process customer orders, returns, and exchanges, ensuring all transactions are handled in a timely manner.
• Service Collection Bookings: Accurately process collection requests for customers in an efficient manner to ensure dates are met
  
• Product Knowledge: Maintain a strong understanding of our products and services to effectively assist customers with their enquiries and provide accurate information.
• Issue Resolution: Investigate and resolve customer complaints, escalating issues to the Customer Services Manager when necessary.
• Customer Relationship Management: Build and maintain positive relationships with customers, ensuring repeat business and customer loyalty.
• Feedback Management: Collect and report customer feedback to help improve our products, services, and processes.
• Team Collaboration: Work closely with other departments, such as sales and operations, to ensure seamless service delivery.
• Documentation: Maintain accurate records of customer interactions and transactions in our CRM system.

What We're Looking For

We are seeking a dedicated and detail-oriented Customer Service Support who is passionate about providing excellent service and resolving customer issues efficiently. The ideal candidate will have:

• Experience in Customer Service: Proven experience in a customer-facing role, ideally in a fast-paced environment.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Problem-Solving Abilities: A proactive approach to identifying and resolving issues, with a focus on delivering positive outcomes for customers.
• Attention to Detail: Accuracy in processing orders and managing customer information.
• Team Collaboration: Ability to work well within a team, supporting colleagues and contributing to a positive work environment.
• Tech-Savvy: Competence in using CRM systems and other customer service tools.
• Empathy and Patience: A genuine desire to help customers, coupled with the ability to remain calm and professional under pressure.

Joining our team means becoming part of a company that values customer satisfaction above all else. You will have the opportunity to make a real impact on our customers’ experiences while developing your career in a supportive and growth-oriented environment.

Sound like you? We’d love to hear from you!