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Full job description
Customer Support Consultant – Remote
Full-Time | Monday – Friday, 9 AM – 5 PM
About Us
Hygge Pergola is a leading provider of premium aluminum pergolas designed for modern outdoor spaces. Our products offer innovative features, including adjustable louvres and integrated lighting, making them a popular choice for homeowners and trade customers alike. We take pride in providing exceptional customer support, ensuring every customer has a smooth experience from inquiry to installation.
The Role
We’re looking for a Customer Support Consultant to join our team, handling a mix of inbound and outbound phone calls. While a key focus is sales, you’ll also support customers with their orders, deliveries, and installation queries. The role may also involve emails and live chat when needed.
We need someone who is confident working independently while staying connected with the team. You should have experience working remotely or in a hybrid environment and be comfortable managing your workload efficiently.
Key Responsibilities
Handle inbound calls from potential customers interested in our pergolas, as well as existing customers needing support with orders, delivery, and installation.
Make outbound calls to follow up on leads, provide quotes, and assist with potential sales opportunities.
Offer technical advice, helping customers understand installation requirements and troubleshooting minor issues.
Assist with customer enquiries via email and live chat as needed.
Take ownership of customer issues, ensuring timely and professional resolutions.
Work collaboratively with the team, responding well to feedback and continuously improving performance.
Expect to handle around 50–70 calls per day, including a mix of inbound support and outbound sales follow-ups.
What We’re Looking For
✅ Sales & Customer Service Experience – You’ve worked in a role involving product sales and customer support.
✅ Technical Aptitude – Experience with installation-based products or a willingness to learn technical details.
✅ Empathy & Problem-Solving – You listen to customers, understand their concerns, and find effective solutions.
✅ Independent & Trustworthy – You have experience working remotely or in a hybrid role and can stay productive without direct supervision.
✅ Strong Communication Skills – You’re confident on the phone, clear in writing, and comfortable handling objections and queries.
✅ Team Player – While you’ll work independently, you’ll also collaborate with the team and contribute to a positive work environment.
What We Offer
A Monday–Friday schedule (9 AM – 5 PM)
The chance to develop your technical knowledge and sales skills with ongoing training.
Opportunities for career growth as we continue expanding.
A positive, customer-focused team culture where we value collaboration and continuous improvement.
Apply now and take the next step in your customer support career!
Job Types: Full-time, Permanent
Pay: £12.50-£17.00 per hour
Application question(s):
- How would you ask a happy customer to leave a review without sounding pushy?
- What does good customer service mean to you?
- Are you able to work weekends or evenings if required?
- Give an example of when you turned around a difficult customer situation.
- Have you previously worked in a customer support role for an ecommerce brand?
- Please look at our recent customer reviews before answering this question. Based on what customers are saying, what experience do you have that would help you improve our customer experience, and how would you personally contribute to increasing positive reviews?
- Why do you want to work in customer support?
- Have you previously worked in a role that involved both sales and customer service?
- Are you comfortable handling a high volume of inbound and outbound calls daily?
Experience:
- Customer support: 2 years (required)
Work Location: In person