<p>We are seeking a diligent Customer Support Executive to join a busy customer service team. The ideal candidate will manage customer enquiries across telephone, email and live chat, resolve issues promptly and contribute to continuous improvement of service standards. This role suits someone with strong communication skills, patience and a service-minded attitude.</p>
<h2>Customer Support Executive Job Profile</h2>
<p>The Customer Support Executive provides first-line support to customers, addressing enquiries, complaints and technical questions. They act as an ambassador for the organisation, ensuring interactions are efficient and empathetic.</p>
<p>Reporting to the Customer Support Team Leader, the post-holder will work to defined service level agreements, update CRM records and collaborate with other teams to resolve more complex issues.</p>
<h2>Customer Support Executive Job Description</h2>
<p>The Customer Support Executive handles inbound and outbound communications with customers to resolve queries about products, services and accounts. They accurately record customer details, follow prescribed processes to diagnose and solve problems and escalate when necessary. Typical interactions include billing enquiries, order tracking, returns and basic technical support. The role requires adherence to quality standards and the ability to maintain composure under pressure.</p>
<p>Executives will use a range of tools including CRM systems, knowledge bases and ticketing platforms. They must balance efficiency with personalised service, aiming to meet key performance indicators such as response times, first contact resolution and customer satisfaction scores. Regular feedback and coaching sessions support professional development and continuous improvement of individual and team performance.</p>
<p>In addition to day-to-day customer handling, the Customer Support Executive contributes to process reviews, suggests improvements to reduce repeat enquiries and supports product or service launches with proactive customer communications. A collaborative approach is essential, as is the capacity to learn new systems and procedures swiftly.</p>
<h2>Customer Support Executive Duties and Responsibilities</h2>
<ul>
<li>Respond to customer enquiries via telephone, email and live chat in a timely and professional manner.</li>
<li>Record and update customer interactions accurately in the CRM system.</li>
<li>Resolve billing, order and service issues, escalating complex matters to senior colleagues when required.</li>
<li>Aim for first contact resolution while meeting defined service level agreements and performance targets.</li>
<li>Provide clear guidance to customers on product usage and company policies.</li>
<li>Process returns, refunds and exchanges in accordance with company procedures.</li>
<li>Contribute to the maintenance and improvement of the knowledge base and support materials.</li>
<li>Identify common enquiry trends and suggest operational improvements to reduce repeat contacts.</li>
<li>Participate in training, coaching and quality assurance activities to maintain high service standards.</li>
<li>Uphold data protection and confidentiality requirements at all times.</li>
</ul>
<h2>Customer Support Executive Requirements and Qualifications</h2>
<ul>
<li>Minimum 1 to 2 years experience in customer service or a support role, preferably in a contact centre environment.</li>
<li>Excellent verbal and written communication skills in English; additional languages desirable.</li>
<li>Good IT literacy, with experience of CRM systems, ticketing tools and basic office applications.</li>
<li>Strong problem solving skills and the ability to remain calm under pressure.</li>
<li>Customer focussed attitude with a professional telephone manner and strong interpersonal skills.</li>
<li>Ability to work flexible shifts where required and adapt to changing business needs.</li>
<li>Formal qualifications are advantageous but not essential; a full UK driving licence is not required.</li>
<li>Willingness to learn, accept feedback and contribute to team objectives.</li>
</ul>