Client Support Representative

At Loyal to Cumbria our Client Support Representative plays a vital role in shaping how customers experience our brand. Acting as a trusted point of contact you will ensure every interaction is thoughtful efficient and aligned with our commitment to community and quality. Working remotely you will support clients throughout their journey with usoffering guidance resolving concerns and building positive lasting relationships.

What Youll Do

Client Engagement & Support

• Handle incoming client queries across email chat and phone with professionalism and care

• Guide clients through products purchases and general inquiries with clarity and confidence

• Deliver a welcoming supportive and personalized experience in every interaction

Problem Solving & Case Management

• Address client concerns complaints and service requests efficiently

• Take ownership of issues from initial contact through to resolution

• Escalate complex matters when needed while maintaining high service standards

Experience Enhancement

• Identify recurring client challenges and suggest practical improvements

• Share feedback and insights to help refine overall client experience strategies

• Maintain accurate and detailed records of all interactions in internal systems

Order & Service Assistance

• Support clients with order updates returns and exchanges

• Ensure all requests are processed accurately and in a timely manner

• Act as a liaison between clients and internal teams to ensure smooth service delivery

Team Collaboration

• Work closely with cross-functional teams to enhance service quality and processes

• Contribute to team discussions focused on client satisfaction and retention

• Help foster a positive collaborative remote work culture

About You

• Experience in a client-facing role such as support or customer service (1 year preferred)

• Strong communication skills with the ability to build trust and rapport

• Solution-oriented mindset with a genuine passion for helping others

• Comfortable working independently and managing priorities remotely

• Detail-oriented with strong organizational abilities

• Familiar with CRM systems helpdesk tools and digital platforms

• Access to a 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

• Ongoing learning development and career growth opportunities

• A collaborative and supportive team culture

• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is dedicated to building a diverse team where different perspectives are welcomed and respected. We are committed to creating an environment where everyone has the opportunity to thrive and contribute meaningfully.