Customer Support Executive

Job Description

In this role, you will act as the first point of contact for our customers, providing them with the best experience. You will complete operational activities associated with incoming customer support, including receiving, checking understanding, logging, taking ownership and resolving enquiries. Responsibilities Responding to customer enquiries from via email and online chat (approximately 40 support tickets per day). Manage internal and external customer enquiries and complaints in an efficient and timely manner. Take full ownership of customer enquiries with a positive and proactive approach to seeking a solution. Understanding the complete enquiry and ensuring it is logged accurately and in line with QA standards. Analysing and investigating the enquiry, using all tools available to reach a resolution Reacting to support issues which require a quick turnaround. Identifying and escalating high risk cases. Liaising with and providing feedback to the Product Development, Software Development and QA teams regarding customer requirements, bug fixes and ensuring the smooth running of the service. Meet and exceed individual and team targets, KPI’s and department objectives. Maintain our Service Level Agreement for calls, written communication and Web enquiries. Establishing, developing and maintaining strong positive and supportive relationships with key stakeholders. Provide and maintain a high level of service, with a professional representation of the Company at all times. Undertake duties as requested by the Customer Support Team Manager. Skills Technology savvy, with the ability to deliver exceptional customer service. Excellent written and verbal communication skills. Numerate with an attention to detail. Excellent call handling skills. Ability to quickly build rapport with customers. Ability and awareness to work as part of a team. Willingness and flexibility to support the demands of the business. Methodical approach to problem-solving and the ability to make complex situations sound simple. Work well under pressure and on your own initiative without day-to-day supervision. Organised and efficient. Experience Previous experience working within a B2B, technology and or/customer support function is advantageous. Experience in using online Support systems Accounting experience. Show more Show less