Customer Support Coordinator - Reading
£25,000 plus excellent benefits - based in their Reading office
Unique opportunity to join a fantastic and growing (global) eLearning business.
Purpose of the Customer Support Coordinator
The Customer Support Coordinator will be the first point of contact for clients, assisting with enquiries, product support, and troubleshooting. You will play a key role in maintaining client satisfaction, supporting the delivery of their products, and ensuring efficient communication between customers and internal teams.
Key Responsibilities
* Respond to customer enquiries via email, phone, and online platforms in a timely and professional manner.
* Provide support and guidance on their products, tools, and assessments.
* Troubleshoot and resolve client issues, escalating complex problems to the relevant teams when necessary.
* Maintain accurate records of customer interactions, support requests, and resolutions in CRM systems (eg, HubSpot).
* Collaborate with sales, account management, and IT teams to ensure client needs are met.
* Assist in onboarding new clients and providing training or resources as required.
* Identify patterns or recurring issues and provide feedback to improve products and processes.
* Support internal reporting on customer satisfaction, support requests, and service metrics.
Skills & Experience
* Previous experience in a customer support, client services, or coordination role.
* Strong communication skills, both written and verbal, with the ability to explain complex concepts clearly.
* Excellent organisational and time management skills, with the ability to manage multiple enquiries simultaneously.
* Experience with CRM systems (HubSpot or similar) and support tools.
* Problem-solving skills and the ability to handle challenging situations with professionalism and empathy.
* Attention to detail and commitment to high-quality service.
* Familiarity with software products or learning platforms is desirable.
Personal Attributes
* A client-focused mindset, passionate about helping people and organisations succeed.
* Friendly, approachable, and professional, with strong interpersonal skills.
* Proactive, adaptable, and resilient in a fast-paced environment.
* Collaborative and able to work effectively across teams.
* Eager to learn and grow, with a continuous improvement mindset.
* Positive attitude, with a commitment to delivering excellent service.
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