Customer Support Specialistclixifix Ltd • Houghton le Spring, England, United Kingdom
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Customer Support Specialist
clixifix Ltd
- Houghton le Spring, England, United Kingdom
- Houghton le Spring, England, United Kingdom
Über
This is a maternity cover position initially for 12 months, with potential for a permanent role, based in the clixifix® (part of SmartCraft) Head Office @ The Evolve Building, Cygnet Way, Rainton Bridge South Business Park, Houghton-le-Spring, Tyne and Wear, DH4 5QY.
*About the Organisation *
clixifix® provides defect and repair management software for housebuilders, contractors and subcontractors. Our platform helps teams manage aftercare issues more efficiently, improving communication between developers, residents, trades and customer care teams. We focus on simplicity, clarity, and reducing friction across the entire remediation process.
clixifix® is part of SmartCraft, a leading provider of digital solutions for the construction industry across the UK and Nordics. Being part of SmartCraft means we operate with the energy and agility of a smaller team, while benefiting from the stability, investment and shared knowledge of a larger group. We are a collaborative, delivery-focused team who care deeply about building software that solves real-world problems and creates meaningful impact for our customers.
*About the Role *
* Speak with customers on the phone, via email and live chat, answering their queries, providing advice and creating a great rapport, always delivering high levels of customer service and satisfaction.
* Be knowledgeable on all products offered, and team up with co-workers to deliver excellent customer service.
* Is comfortable working with software systems and digital tools on a daily basis, quickly learning new platforms, applications and internal systems including troubleshooting technical issues.
* Keep all outstanding tickets updated, ensuring the customer is kept informed as required.
* Communicate effectively with internal team members including the technical team to better understand customer needs, maximise retention and growth, and share learnings.
* Work with the Sales team to configure new accounts with client data and ensure a smooth on-boarding process.
* Identify upsell opportunities and liaise with the Account Manager.
* Collaborate and problem-solve with Tech team members on any issues to do with the platform.
* Work closely with the rest of the Customer Success team to ensure any necessary tasks are completed.
* Report to your Line Manager – Customer Support Desk Manager.
*Requirements*
Minimum of 2 years’ experience in a customer service or customer support role, preferably within a fast-paced or technology-driven environment.
Excellent verbal and written communication skills, with the ability to clearly explain information and resolve customer queries in a professional and empathetic manner.
Strong active listening skills and the ability to assess customer needs effectively.
Proven ability to manage multiple customer interactions simultaneously while maintaining accuracy and attention to detail.
Experience using CRM systems, ticketing platforms, or other customer support software.
Strong problem-solving skills with the ability to think critically and provide timely resolutions.
Ability to work independently as well as collaboratively within a team environment.
High level of professionalism, patience, and customer-centric mindset.
Good organisational and time management skills with the ability to prioritise workload effectively.
Proficiency in Microsoft Office applications.
Job Types: Full-time, on-site
*Schedule: *
* Monday to Thursday 9-5pm, Friday 9-4pm
*Ability to commute/relocate: *
* Houghton le Spring: reliably commute or plan to relocate before starting work (required)
*Work Location: In person *
If you’re a Recruitment Agent, thank you for your interest, however, please note that we find and employ all of our team members directly rather than via agencies.
Job Type: Full-time
Pay: £26,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
* Private medical insurance
Experience:
* Customer service: 2 years (required)
Work Location: In person
Sprachkenntnisse
- English
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