Customer Support Specialist

IFGlobal; Christchurch; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

Health cash plan

20 days’ annual leave + bank holidays

Birthday off

Job summary

IFGlobal is a fast-growing eCommerce fulfilment and logistics business serving brands across the UK, Europe and US. We are seeking a Client Support Specialist to join our team and ensure clients receive outstanding service daily.

In this role you will own day-to-day client queries from start to finish, coordinating with warehouse, technology and finance teams to keep clients informed and supported. The successful candidate will thrive in a fast-paced environment, manage multiple queries, and

Qualifications

• Previous experience in a client support, customer service or administrative role.
• A strong client focus and the ability to build positive, long-lasting relationships.
• Excellent written and verbal communication skills.
• Strong organisation and prioritisation skills.
• A proactive approach to resolving problems and taking ownership.

Responsibilities

• Being a first point of contact for client queries through our ticketing system and telephone.
• Taking ownership of client queries and seeing them through to resolution.
• Managing courier queries, including late deliveries, missing parcels and collections.
• Supporting clients with queries relating to backorders, shipping, booking in and held orders.
• Working closely with our warehouse, technology and finance teams to resolve issues quickly and effectively.
• Keeping clients informed through clear, professional and timely communication.
• Building strong relationships and developing an understanding of each client’s business and requirements.
• Managing multiple queries and priorities while maintaining a high standard of service.
• Identifying opportunities to improve the client experience and the way we support our clients.

Skills

Client support

Customer service

Communication

Organisation

Prioritisation

Problem solving

Job description

IFGlobal is a fast-growing eCommerce fulfilment and logistics business, supporting brands across the UK, Europe and US. Our clients are at the heart of everything we do, and delivering a consistently high level of service is a key part of how we build long-lasting partnerships and support their growth.

As we continue to grow, we’re looking for a Client Support Specialist to join our team and play an important role in delivering a great experience for our clients every day.

You’ll be a key point of contact for our clients, taking ownership of queries, resolving issues and making sure they feel informed and supported. Working closely with teams across our warehouse, technology and finance functions, you’ll help make sure we deliver the responsive, reliable service our clients expect from IFGlobal.

The Role

As a Client Support Specialist, you’ll build strong relationships with our clients and develop a good understanding of their businesses and what matters to them. You’ll take ownership of day-to-day queries from start to finish, working with internal teams to find solutions and keeping clients updated along the way.

Responsibilities include:

• Being a first point of contact for client queries through our ticketing system and telephone.
• Taking ownership of client queries and seeing them through to resolution.
• Managing courier queries, including late deliveries, missing parcels and collections.
• Supporting clients with queries relating to backorders, shipping, booking in and held orders.
• Working closely with our warehouse, technology and finance teams to resolve issues quickly and effectively.
• Keeping clients informed through clear, professional and timely communication.
• Building strong relationships and developing an understanding of each client’s business and requirements.
• Managing multiple queries and priorities while maintaining a high standard of service.
• Identifying opportunities to improve the client experience and the way we support our clients.

What We’re Looking For

• Previous experience in a client support, customer service or administrative role.
• A strong client focus and the ability to build positive, long-lasting relationships.
• Excellent written and verbal communication skills.
• Strong organisation and prioritisation skills.
• A proactive approach to resolving problems and taking ownership.
• Confidence working across different teams to get the right outcome for the client.
• Ability to work at pace and adapt to changing client needs and priorities.
• Strong attention to detail.

If you’re someone who takes pride in delivering great service, enjoys building relationships and wants to make a real difference to the client experience, we’d love to hear from you.

Salary & Benefits

• Salary: Up to £30,000 per annum
• Health cash plan
• 20 days’ annual leave plus bank holidays, increasing with length of service
• Your birthday off in addition to your annual leave entitlement