Customer Care Executive-UK

Role & responsibilities

Customer Support Agent: UK Shift 

Time - 09:00 17:00 BST

Coverage window - 13:30 – 21:30 IST

Location: Remote from India

Working days : 6 days on / 1 weekday rota off

Responsibilities: 

Customer-Support Agent (Remote)

Reports to: Company Admin

Experience: 3 year email / ticket support for a SaaS / marketplace

Mission

Deliver Amazon-grade, first-class support to ElevateGolf users across email (Zoho Desk), social DMs, and Trustpilot, leveraging AI drafting (ChatGPT) but always human-proof-read.

Core Responsibilities

Email / Ticket Handling (Zoho Desk)

• Verify Sellers and approve / dispute transactions via custom CMS.
• Investigate payments, refunds, and services disputes; escalate per SOP.
• Draft replies with ChatGPT, refine for voice, clarity, GDPR compliance.

Outbound-Campaign & Biz-Dev Replies

• Respond to any email generated by Zoho MarketingAutomation; onboarding, win-back, feature education, or business-development outreach.

Social-Media Care

• Monitor DMs / comments, hide or remove spam, escalate abuse, surface product feedback.

Trustpilot Management

• Reply to all reviews within SLA; raise disputes or fraud flags; surface monthly sentiment trends.

Knowledge-Base Upkeep

• Propose new macros / Articles / FAQ entries when recurring issues appear.

Daily Handover & QA

• Record unresolved cases and shift notes; tag any borderline-policy cases for weekly lead review.

Performance Indicators (Amazon-Comparable)

First-Response Time: 1hour (within staffed hours)

Resolution SLA: 12hours for Tier-1; 24hours for escalations

CSAT: 95% thumbs-up / 4.7 avg

Trustpilot Reply Rate: 100% within 24h

Skills & Tools

Fluent written English; able to adapt tone per brand guide.

Ticketing suites (Zoho Desk / Zendesk / Freshdesk).

Comfortable with AI copy-assist and translation plug-ins.

Detail-oriented navigating a custom CMS (granular permissions).

Preferred candidate profile