Customer Assistance Representative

At Loyal to Cumbria our Customer Assistance Representative plays a key role in ensuring customers feel supported valued and confident throughout their experience with our brand. As a dependable point of contact you will provide timely assistance clear guidance and thoughtful solutions that reflect our commitment to community and quality. Working remotely you will help customers navigate their journey while delivering a positive and seamless service experience.

What Youll Do

Customer Support & Assistance

• Respond to customer inquiries via email chat and phone with professionalism and care
• Provide clear guidance on products services and general questions
• Deliver a friendly helpful and consistent support experience

Issue Resolution & Case Handling

• Address customer concerns complaints and requests efficiently
• Take ownership of cases from initial contact through to resolution
• Escalate more complex issues when necessary while maintaining service quality

Experience Enhancement

• Identify common customer challenges and suggest practical improvements
• Share feedback to help improve customer support processes and experience
• Maintain accurate records of all customer interactions in internal systems

Order & Service Support

• Assist customers with orders updates returns and exchanges
• Ensure all requests are processed accurately and promptly
• Coordinate with internal teams to ensure smooth service delivery

Team Collaboration

• Work closely with cross-functional teams to enhance service quality
• Contribute ideas to improve customer satisfaction and retention
• Support a positive collaborative remote work environment

About You

• Experience in a customer-facing or support role (1 year preferred)
• Strong communication skills with a helpful and approachable manner
• Problem-solving mindset with a focus on delivering solutions
• Comfortable working independently in a remote setting
• Detail-oriented with strong organizational skills
• Familiar with CRM systems helpdesk tools and digital platforms
• Reliable internet connection and a distraction-free workspace

What We Offer

• Remote-first working environment with flexibility
• Opportunity to contribute to a brand that values community and authenticity
• Career growth and development opportunities
• Supportive and collaborative team culture
• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is committed to building a diverse and inclusive workplace where all individuals are respected valued and empowered to succeed.