Overview
As a Senior Customer Support Specialist, you will play a key role in ensuring an exceptional support experience for our clients, candidates, and internal teams. Operating remotely, you will manage complex inquiries, mentor junior support staff, and contribute to the continuous improvement of our customer service processes. This role demands strong problem-solving skills, a proactive mindset, and a deep commitment to service excellence.
Responsibilities
* Serve as the primary escalation point for complex or high-priority support inquiries.
* Provide timely, professional, and solutions-oriented support across email, phone, and chat.
* Monitor and ensure SLA compliance and customer satisfaction targets are met.
* Collaborate with cross-functional teams to resolve client and candidate issues.
* Support onboarding and training of new support specialists.
* Identify trends in customer feedback and recommend process improvements.
* Maintain up-to-date knowledge of internal systems, processes, and recruitment operations.
Requirements
* 3+ years of experience in a customer support or client services role, ideally in a recruitment or professional services environment.
* Excellent written and verbal communication skills.
* Strong interpersonal and problem-solving abilities.
* Self-motivated with the ability to work independently in a remote setting.
* Experience with CRM and support tools (e.g., Salesforce, Zendesk) is an advantage.
* High level of professionalism, empathy, and attention to detail.
What We Offer
* Fully remote work flexibility.
* Competitive salary and benefits package.
* Opportunities for professional development and career growth.
* A supportive, collaborative global team culture.
* Tools and resources to succeed in a virtual work environment.
Role Details
* Experience: Required
* Languages: English – Advanced
* Employment: Full-time
* Schedule: Monday-Friday 8:00am-4:00pm
* Salary: £50,000 – £60,000 yearly
* Benefits: Yearly bonuses
* Starting time: Immediate start!
About Robert Walters Recruitment Agency London: Robert Walters is a global specialist professional recruitment and talent solutions company, operating in over 30 countries. Our mission is to power people and organisations to fulfil their unique potential.
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