Customer Support Specialist ( Primarily Phone Support)
Location: Bodmin, Cornwall
Job Type: Permanent, Full-time
Salary: £26,000 per annum
About Us
The Cornish Company is one of the fastest-growing e-commerce businesses in the UK, offering a vibrant and fast-paced working environment. Our mission is simple: to celebrate and support Cornish artisan food and drink producers by bringing their craft to customers across the UK and eventually, the world.
The Role
We are seeking a friendly, professional, and proactive Customer Support Specialist to join our growing team. This office-based role involves handling a high volume of telephone support calls, alongside managing tickets and customer queries via email and live chat. You will play a key role in maintaining our reputation for exceptional service, ensuring every customer feels valued and supported.
Key Responsibilities
- Primary Point of Contact: Provide first-class customer service predominantly via telephone, as well as email and live chat, responding promptly to queries and concerns.
- Issue Resolution: Investigate and resolve customer issues efficiently and empathetically, demonstrating a thorough understanding of our products and services.
- Technical Assistance: Provide basic troubleshooting support; escalate more complex technical issues to the appropriate internal teams as required.
- Ticket Handling: Manage and resolve customer tickets using our support software, ensuring all interactions are logged and followed through to resolution.
- Knowledge Sharing: Contribute to internal support resources by documenting common queries and solutions.
- Escalation Management: Identify and escalate critical or complex issues while maintaining ownership until they are resolved.
- Customer Insight: Collect and report customer feedback, helping to inform improvements across the business.
What We’re Looking For
- Customer-Focused: A genuine passion for delivering excellent customer experiences.
- Exceptional Communicator: Clear, professional, and friendly telephone manner, with strong written communication skills.
- Resilient Under Pressure: Confidence in handling difficult conversations and resolving complaints calmly and effectively.
- Empathetic and Patient: Able to understand customer needs and remain calm in high-pressure or emotional situations.
- Analytical Thinker: Strong problem-solving skills and attention to detail.
- Team Player: Collaborative attitude with a willingness to support colleagues and contribute to a positive office culture.
- Adaptable: Comfortable in a dynamic, fast-paced environment, particularly around seasonal peaks and special occasions.
- Tech-Savvy: Basic IT skills are required; training on internal systems will be provided.
- Cornwall Enthusiast: A passion for Cornish culture, produce, and community is highly valued.
Desirable Experience
- Prior experience in a customer service or helpdesk role
- Familiarity with support ticketing systems (e.g., Gorgias, Zendesk)
- Experience in a phone-heavy support environment
Additional Details
- Work Location: This role is based in our office in Bodmin. Applicants must be able to reliably commute or be willing to relocate prior to starting.
- Work Schedule: Monday to Friday 8am - 4pm
Benefits
- Casual dress code
- Staff discounts
- Health and wellbeing programme
- Company events
- On-site parking
How to Apply
If you're enthusiastic about delivering outstanding customer service and would enjoy working in a friendly, Cornwall-loving team, we’d love to hear from you. Please submit your CV along with a cover letter outlining your suitability for the role.
Job Types: Full-time, Permanent
Pay: From £26,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
Schedule:
- Monday to Friday
Work Location: In person
