Customer Support

• Provide service to inbound customer inquiries by providing information, solutions, and troubleshooting
• Sell to inbound accounts through telephone, email, and online chat
• Handle price quotations, product and licensing information, solicitation, negotiation, and problem resolution
• Conduct discovery activities to determine customer needs and suggest relevant products and services
• Encourage and enable customers to self-serve
• Process, track, code, and handle invoices and internal reports accurately and promptly
• Assist the sales team with paperwork, administrative needs, and general support
• Answer phones promptly and direct customers to the appropriate salesperson
• Handle password resets, download issues, and technical questions
• Create research Customer Relationship Management (CRM) tickets
• Enter and track invoices, customer data, and sales data in computer systems
• Support customer relationship growth

Customer Service Associate – German/French Speaker

• Act as the first point of contact for customer queries via phone and email
• Resolve customer issues efficiently and professionally
• Diagnose and troubleshoot accounts and bookkeeping queries
• Guide customers to successful outcomes
• Walk customers through the software and help them get the most out of the product
• Use AI-powered support tools, including Forethought and WalkMe, to improve response accuracy and speed
• Keep up to date with accounts and bookkeeping changes relevant to customers
• Support colleagues in resolving queries and share knowledge across the team
• Work with team leaders to meet support targets and deliver a best-in-class customer experience

Customer Support Executive

• Define the 3–5 year roadmap for B2C Service technology
• Bridge technology and contact center operations by translating business goals into digital features
• Own and prioritize the capability roadmap
• Evaluate and implement AI-driven support, intelligent chatbots, and advanced self-service architectures
• Define and track business value and ROI of digital investments
• Demonstrate technology improvements in CSAT, NPS, and operational efficiency
• Advise the Head of Global CX and Operations Directors
• Collaborate with the Technology Lead to translate strategic vision into scalable, secure technical solutions
• Assess existing CX architecture, identify bottlenecks, and drive modernization
• Integrate disparate systems and establish governance for data integrity and security
• Enable technology supporting millions of global customer interactions

Senior Product Manager, Customer Experience Technology

• Handle customer support queries via phone and online channels from retail agents, online players, and retail players
• Provide technical support to retail agents and online players
• Diagnose customer issues by asking probing questions
• Resolve issues with internal and external customers while maintaining a high level of customer service and excellence
• Highlight customer-impacting issues and trends to the Team Lead
• Develop hands-on knowledge of bespoke systems and IT knowledge to support customers
• Collaborate across the team and global business, including IT Support, Digital, and Operations
• Consistently exceed KPIs and SLAs
• Integrate regulatory constraints into work practices to maintain compliance
• Perform other duties assigned from time to time

Customer Support Agent

• Own, lead, and grow the IAM Cloud Support Desk
• Oversee Desk operations and ensure efficient, professional, and consistent resolution of incidents, issues, and queries
• Define and embed Support Desk best practices for ticket handling, categorisation, prioritisation, routing, escalation, and closure
• Drive functional performance through metrics, root-cause analysis, and backlog management
• Foster continuous learning through documentation, runbooks, and training
• Optimise support tooling and ensure best-practice usage and configuration
• Coach, mentor, and performance-manage Technical Support Engineers
• Work with internal teams to improve product quality and reduce recurring issues
• Act as senior escalation point and own communications during incidents and major issues
• Champion a customer-first mindset and build a Centre of Excellence in Support
• Ensure compliance with data protection and Information Security requirements
• Within six months, manage the internal IT function and provide technical accountability for the IT estate
• Deliver and manage the end-user computing estate, including corporate devices and applications throughout their lifecycle
• Administer Microsoft 365 securely and in line with Microsoft best practice
• Own endpoint and remote-management capabilities, including policies, configuration standards, patching controls, and monitoring
• Maintain IT asset and software-management controls and accurate lifecycle records
• Support security of end-user computing and Microsoft 365 environments, including endpoint protection, monitoring, and incident remediation
• Report to the CIO

Support Desk Manager – Customer Support, Internal IT

• Develop and lead a global communications strategy supporting Operations and Customer Service priorities
• Advise Operations and Customer Service executive leadership on organizational priorities, transformation, reputation management, employee engagement, and stakeholder communications
• Build integrated communications plans aligned with enterprise, regional, and functional needs
• Translate complex business strategies into compelling narratives
• Lead communications for manufacturing, distribution, supply chain, logistics, quality, procurement, and customer service functions globally
• Develop scalable communication frameworks and self-service resources for Customer Service leaders and teams
• Support initiatives improving customer experience and alignment between operational performance and customer expectations
• Collaborate with site leaders and regional stakeholders to communicate with frontline and office-based associates
• Advise on communications for operational initiatives, site activities, business continuity events, and transformation programs
• Provide executive communications support, including speechwriting, presentations, leadership messages, town halls, and organizational updates
• Lead the COO's communications and thought leadership strategy
• Develop and govern executive social media strategies
• Identify earned media, speaking engagement, and external visibility opportunities
• Lead communications for large-scale transformation initiatives
• Partner with change management, Human Resources, and business leaders on organizational change communications
• Develop associate engagement strategies that reinforce culture and organizational trust
• Ensure communications reach diverse employee populations
• Own communications preparedness and response for operational issues, disruptions, and site incidents
• Develop crisis communications plans, tools, and training programs
• Advise on operational risk, reputation management, customer-impacting events, and business continuity
• Coordinate with Legal, Regulatory, Quality, EHS, and Communications teams during sensitive situations
• Establish objectives, metrics, and reporting mechanisms to measure communications effectiveness
• Analyze audience insights and communication performance data
• Monitor emerging communications trends, digital innovations, and industry best practices
• Ensure governance and consistency across communications activities

Director, Communications, Operations, Customer Service

• Support the NPWT business in the UK and Ireland as part of the front-line customer service team
• Provide professional customer support to healthcare-industry customers by phone, email, and an online ordering portal
• Process orders and inquiries punctually and accurately while considering customer requirements and internal delivery deadlines
• Track and control delivery dates and clarify outstanding deliveries
• Record, escalate, and resolve complaints efficiently and effectively
• Collaborate closely with operations, logistics, sales, and finance to maximize customer service
• Relieve the sales department of administrative activities
• Provide customers with comprehensive information about the product portfolio, promotional activities, and service offerings
• Maintain customer orientation within the department, organization, and externally
• Continuously improve daily processes and cross-functional workflows
• Take on internal Super User or Specialist tasks when ready
• Report to the NPWT Customer Service Team Lead UK & Ireland, under the NPWT CS Manager EMEA

Customer Service Representative

• Deliver excellent customer service by managing freight forwarding activities from booking through to final delivery
• Provide timely and effective communication with customers and internal departments via email and telephone
• Accurately receive and enter bookings into the company’s TMS
• Ensure consignments are promptly directed to the appropriate department
• Liaise with operations teams and overseas offices to ensure customer commitments are met
• Monitor shipments to ensure deliveries are completed within agreed timelines
• Proactively resolve issues with customers and colleagues
• Produce accurate and timely invoicing
• Input costs into internal systems
• Provide Proof of Delivery documentation as required
• Prepare and submit quotations in line with procedures
• Create and maintain KPIs using company systems and Microsoft Excel
• Complete non-conformance reporting when required
• Support day-to-day administrative activities
• Monitor volume trends and escalate significant changes to management
• Drive operational efficiency and continuous improvement

Customer Service Specialist

• Process telephone, email, fax, representatives’ orders, credits and debits
• Advise customers about product availability and order delivery schedules
• Resolve product or service queries and follow up to ensure resolution is communicated
• Use the BCT CRM tool to record, resolve and enhance the customer experience
• Assist customers with financial account queries
• Highlight process or order delays to the Team Leader or Manager
• Ensure accuracy and minimise errors
• Follow company procedures and operate proactively
• Achieve weekly and monthly KPI targets
• Contribute to department objectives aligned with the overall business strategy
• Perform ad hoc duties as directed by the Team Leader or Manager

• Provide frontline customer support via phone and email
• Manage customer inquiries from initial contact through resolution using the ticketing system
• Collaborate with cross-functional teams to investigate, escalate, and resolve customer and product-related issues
• Monitor service usage and identify potential issues before they impact customers
• Produce and distribute service performance metrics for customers and internal stakeholders
• Analyze and process large volumes of customer and operational data
• Ensure customer and product data is processed accurately and maintained to a high standard
• Support continuous improvement of customer support processes, tools, and ways of working
• Assist with data subject access requests, data correction requests, and other GDPR-related inquiries
• Maintain clear and current operational documentation
• Meet service and performance targets related to response times, resolution times, and customer satisfaction