Customer Service – D2C Support

Job Title: D2C Customer Support 
Location: Oakham Office
Employment Type: Full-Time
Working Hours: Monday–Friday, 9:00 AM – 5:30 PM

Job Overview

We are looking for a proactive and customer focused D2C Customer Support to join our team. In this role, you will be the primary point of contact for our direct-to-consumer customers, providing excellent support across phone, email, and live chat. You will also manage warranty claims and help ensure customers receive timely and effective resolutions to their queries.

The ideal candidate is an excellent communicator with strong problem-solving skills who enjoys delivering a high standard of customer experience.

Key Responsibilities

• Provide Direct-to-Consumer (D2C) Customer Support via phone, email, and live chat.
• Handle incoming customer calls professionally and efficiently.
• Respond to customer emails and chat messages in a timely and friendly manner.
• Process and manage product warranty claims, including reviewing documentation and coordinating resolutions.
• Investigate customer issues and provide accurate solutions or escalate where necessary.
• Work collaboratively with internal teams (e.g., Sales, Marketing, Operations and IT Support) to resolve customer queries.
• Identify recurring customer issues and provide feedback to improve products, services, and support processes.
• Ensure all interactions reflect company standards for customer service and brand representation.

Requirements

• Previous experience in customer support, or D2C support.
• Excellent written and verbal communication skills.
• Comfortable handling a high volume of calls, emails, and chat conversations.
• Strong problem-solving and organisational skills.
• Ability to multitask and prioritise workload effectively.
• Experience handling warranty claims or product returns is desirable.
• Proficiency with customer support platforms, CRM systems, or ticketing tools is a plus.
• Positive attitude with a strong focus on customer satisfaction.