About Company
Capita is a leading provider of business process outsourcing (BPO) and professional services, partnering with clients across the public and private sectors to transform and deliver mission-critical services. With a commitment to innovation and customer satisfaction, Capita helps organisations improve efficiency, reduce costs, and enhance the customer experience. We employ thousands of dedicated professionals across the UK and internationally, delivering vital services in areas such as customer management, technology solutions, HR & payroll, and financial services. At Capita, we believe in creating an inclusive environment where our people can thrive, develop their skills, and contribute to meaningful work that impacts millions of lives daily. Our culture fosters collaboration, continuous learning, and a forward-thinking approach to problem-solving, making us a dynamic place to grow your career.
Job Description
Are you a proactive problem-solver with a passion for delivering exceptional online support? Do you thrive in a remote work environment, using your communication skills to connect and assist customers effectively? Capita is currently seeking a dedicated and enthusiastic Remote Online Support Partner to join our growing team. In this pivotal role, you will be the first point of contact for our clients’ customers, providing outstanding online support through various digital channels, including live chat, email, and social media platforms. This is more than just a customer service role; it’s about building trust, resolving complex issues with empathy and efficiency, and ensuring a positive brand experience from the comfort of your home office.
As a Remote Online Support Partner, you will play a crucial part in maintaining high levels of customer satisfaction, helping individuals navigate queries, troubleshoot technical challenges, and provide comprehensive information about products and services. You’ll be empowered to take ownership of customer interactions, investigating issues thoroughly and escalating when necessary, all while adhering to established service level agreements. We are looking for someone who is not only adept at digital communication but also possesses a keen eye for detail, excellent organisational skills, and the ability to adapt to new technologies and processes quickly. You’ll work autonomously, yet be fully integrated into a supportive team, benefiting from virtual collaboration tools, regular check-ins, and continuous professional development opportunities.
This role offers the flexibility of remote work, allowing you to balance your professional and personal life, while still being an integral part of a vibrant and forward-thinking company. We value individuals who are self-motivated, disciplined, and genuinely committed to making a difference in every customer interaction. If you’re ready to embrace a challenging yet rewarding role where your problem-solving abilities and customer-centric approach will shine, we encourage you to apply. Join Capita and become a vital link in our mission to deliver outstanding service and support.
Key Responsibilities
- Provide expert online support to customers via live chat, email, and social media platforms.
- Respond promptly and efficiently to customer inquiries, complaints, and technical issues.
- Diagnose and troubleshoot problems, guiding customers through step-by-step solutions.
- Maintain accurate records of customer interactions and resolutions using CRM software.
- Proactively identify opportunities to improve the customer experience and service delivery.
- Collaborate with internal teams to resolve complex issues and ensure seamless service.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Stay updated on product knowledge, service offerings, and industry best practices.
- Contribute to a positive and collaborative team environment, even in a remote setting.
Required Skills
- Minimum of 1 year experience in an online customer support or service role.
- Exceptional written communication skills with impeccable grammar and spelling.
- Proven ability to manage multiple online conversations simultaneously.
- Strong problem-solving and analytical skills.
- Proficiency in using CRM software and digital communication tools.
- Self-motivated, disciplined, and able to work independently in a remote environment.
- A dedicated, quiet home workspace with a reliable high-speed internet connection.
- Excellent empathy and active listening skills to understand customer needs.
Preferred Qualifications
- Experience with Zendesk, Salesforce, or similar customer service platforms.
- Previous experience working remotely in a customer-facing role.
- Familiarity with social media customer service best practices.
- ITIL Foundation certification or similar service management knowledge.
- Ability to communicate complex information clearly and concisely to non-technical users.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous paid time off (holiday entitlement).
- Comprehensive health and wellness benefits package.
- Life assurance and pension scheme.
- Access to a wide range of learning and development opportunities.
- Employee assistance programme for personal and professional support.
- Discounts on a variety of products and services through our employee benefits portal.
- Opportunities for career progression within a large, dynamic organisation.
- Full remote working setup, allowing for greater work-life balance.
How to Apply
If you are ready to take on this exciting challenge as a Remote Online Support Partner, we encourage you to apply today. Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application!