Neowork

Customer Support Representative

NeoWork is looking for a Customer Support Representative to provide exceptional customer service for a UK-based consumer brand. You'll be responsible for handling customer enquiries across email and social media, resolving issues promptly, and ensuring every interaction reflects the brand's voice and values.

You'll work closely with internal teams to provide accurate information, resolve customer concerns, and deliver a seamless customer experience. The role also involves identifying recurring customer issues and contributing to improvements in support processes and service quality.

The ideal candidate is customer-focused, an excellent communicator, and comfortable supporting customers across multiple digital channels in a fast-paced consumer brand environment.

Email Support (50%)

• Manage customer inquiries through email
• Resolve customer issues and provide accurate solutions
• Handle complex cases requiring internal coordination
• Document customer interactions and case details
• Identify recurring issues and customer feedback trends

Social Media Support (50%)

• Respond to customer inquiries, comments, and complaints
• Resolve issues while maintaining brand consistency
• Escalate urgent or sensitive concerns when needed
• Monitor social sentiment and emerging customer issues
• Maintain a professional and consistent brand voice

Cross-Channel

• Meet individual and team performance targets
• Adapt communication based on channel and customer needs
• Collaborate with internal teams to resolve customer concerns
• Maintain consistent service quality across all channels