Job Description

At Loyal to Cumbria our Support Services Representative plays an essential role in delivering reliable efficient and high-quality support to our customers. As a key point of contact you will ensure every interaction reflects our commitment to community care and excellence. Working remotely you will assist customers with a wide range of service needsresolving issues providing guidance and ensuring a smooth and positive experience at every touchpoint.

What Youll Do

Customer Support & Assistance

• Respond to customer inquiries via email chat and phone with professionalism and efficiency

• Provide clear and accurate information about products services and processes

• Deliver a consistent and helpful support experience across all channels

Issue Resolution & Case Management

• Handle customer concerns complaints and service requests promptly

• Take ownership of cases from initial contact through to resolution

• Escalate complex issues when necessary while maintaining service quality

Service Improvement

• Identify common service issues and suggest improvements

• Share feedback and insights to enhance support processes and customer satisfaction

• Maintain accurate documentation of all customer interactions in internal systems

Order & Service Coordination

• Assist customers with orders updates returns and exchanges

• Ensure all service requests are processed accurately and on time

• Coordinate with internal teams to ensure seamless service delivery

Team Collaboration

• Work with cross-functional teams to improve service standards and efficiency

• Contribute to team discussions focused on improving customer support outcomes

• Support a positive collaborative and engaged remote work environment

About You

• Experience in a customer support or service role (1 year preferred)

• Strong communication skills with a clear and professional approach

• Problem-solving mindset with attention to detail

• Comfortable working independently in a remote environment

• Well-organized with the ability to manage multiple tasks effectively

• Familiar with CRM systems helpdesk platforms and digital tools

• Reliable internet connection and a distraction-free workspace

What We Offer

• Flexible remote-first working environment

• Opportunity to contribute to a brand that values community and quality

• Career development and growth opportunities

• Supportive and collaborative team culture

• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is committed to fostering a diverse and inclusive workplace where all individuals feel valued respected and empowered to contribute.

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