Client Services Specialist

Outsourcery; United Kingdom; Remote; GBP 28,000 - 40,000; Full time

Job summary

Outsourcery is seeking a Remote Client Services Professional to support UK client accounts and deliver exceptional customer experiences. You will handle inquiries across email, live chat and phone, building strong relationships and acting as the main point of contact for customers.

This role emphasises proactive problem solving, effective communication and a proactive approach to onboarding and ongoing client care, with a reliable remote setup and availability during UK business hours.

Qualifications

• Minimum 5 years in customer service, support, client services or similar.
• Experience handling high volumes of inquiries with accuracy and quality.
• Strong written and verbal communication, including handling complaints confidently.
• Excellent organisational, administrative and problem-solving abilities.
• Experience managing support tickets, prioritising queries and following up on issues.
• Familiarity with customer service platforms such as Gorgias, Freshdesk, Zendesk, Intercom, etc.
• Experience using CRM systems to maintain accurate customer records.
• Bonus points for studies in business, communications or related fields and AI tool usage.
• Proficiency in Microsoft Office and Google Workspace.
• Experience working with international customers; UK experience preferred.
• Own remote setup with reliable internet; able to work at least 4 hours during UK business hours.

Responsibilities

• Handle customer enquiries via email, live chat, phone and other channels with clear, timely information.
• Act as a key point of contact for customers to build relationships and ensure a positive experience.
• Assist with orders, deliveries, returns and refunds, resolve complaints and troubleshoot issues.
• Maintain accurate customer records, keep support tickets updated, and ensure queries are resolved.
• Gather customer feedback, report recurring issues, and identify opportunities to improve the customer experience.

Skills

Customer service

Communication

Organisational skills

Problem solving

Time management

Ticket management

Remote work

Tools

Gorgias

Freshdesk

Zendesk

Intercom

CRM systems

Microsoft Office

Google Workspace

AI tools

Job description

Are you a proactive and highly organised Client Services Professional who enjoys helping customers and building relationships? At Outsourcery, we connect exceptional professionals with UK businesses across a variety of industries.

We're looking for relationship builders with strong communication skills, technical competence, and a practical approach to solving problems. If you enjoy understanding customers' needs, resolving queries, and delivering a positive customer experience, this opportunity could be the perfect fit.

What You'll Be Doing

• As a Remote Client Services Professional employed through Outsourcery, you will be placed on UK client accounts. Our Outsourcerers often support multiple clients at once, requiring them to adapt to different businesses, systems and ways of working.
• To thrive in this role, you should be eager to take on new clients and challenges, readily available for client meetings and onboarding, and committed to continuously building your portfolio.
• While responsibilities will vary depending on each client's needs, you will generally act as a key point of contact for their customers, building strong relationships and ensuring a positive customer experience.
• You will handle customer enquiries through email, live chat, phone and other channels, providing clear information and timely support.
• Responsibilities may include assisting with orders, deliveries, returns and refunds, resolving complaints, troubleshooting issues, and escalating queries that require further support.
• You will maintain accurate customer records, keep support tickets up to date, and follow through to ensure queries are resolved.
• The role may also include gathering customer feedback, reporting recurring issues, and identifying opportunities to improve the customer experience.

Required Skills & Experience

• At least 5 years of experience in customer service, customer support, client services or a similar customer-facing role.
• Experience managing high volumes of customer enquiries while maintaining accuracy, professionalism and service quality.
• Strong written and verbal communication skills, including confidence handling complaints and challenging conversations.
• Strong organisational, administrative and problem-solving skills.
• Experience managing support tickets, prioritising queries and following through on outstanding issues.
• Experience using customer service platforms such as Gorgias, Freshdesk, Zendesk, Intercom, etc.
• Experience using CRM systems to maintain accurate customer records and track interactions.
• Further studies in business, communications or a related field will be an advantage.
• Experienced in using AI tools to support productivity and customer communication.
• Tech-savvy with high learning agility. Proficiency in Microsoft Office and Google Workspace is required.
• Experience working with international customers; UK customer experience is preferred.
• Own work-from-home setup, including a suitable workspace, computer and reliable internet connection.
• Available for at least 4 hours during UK business hours.

The ideal candidate will:

• Be empathetic, patient, resilient and calm under pressure.
• Demonstrate professionalism, integrity, proactivity and ownership.
• Build trust through clear communication and reliable follow-through.
• Be comfortable managing expectations, addressing complaints and escalating issues when needed.
• Take time to understand customers' concerns and find practical solutions.
• Work well independently and collaborate effectively with colleagues.
• Have a stable work history, ideally with UK or international and remote experience.
• Take pride in high-quality work, seek growth and maintain a reliable remote work setup.