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Customer Support Executive

Posted 11 December 2017 by 2i Recruit Ltd Ended

Customer Support Executive - Farnborough

£20,000 - £23,000

Our client based in Farnborough is seeking a Customer Support Executive to deliver excellent customer service and support to customers.

Key Responsibilities:

  • Deliver personalised customer service & support of the highest level at all times.
  • Professionally handle incoming requests from customers and ensure that requests are resolved both promptly and thoroughly.
  • Educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • To ensure all customer queries & administrative tasks assigned to you are responded to in line with Team KPI guidelines.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Use own experience to assist with customer queries and engage with customers to meet their individual support needs.
  • To pro-actively promote additional services in order to maximise the generation of additional revenues.
  • Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer & solicit feedback to improve service.
  • To execute all assigned tasks and booking administration efficiently, ensuring business team targets and KPI’s are met and exceeded.
  • Update the existing databases with known changes and the status of each customer / enquirer.
  • Ensuring a customer focused approach is adopted in all assigned responsibilities. Flexible attitude in undertaking required tasks.
  • Support and provide superior service to other sales channels, such as web, telesales, email & Instant Messaging as and when required.

Person / Experience Required

  • Strong customer service ethos - keeping the customer at the heart of all decision making
  • Have strong verbal and written communication skills
  • Capable of multi-tasking through effective planning, prioritising and organising of workload
  • Have a focus on accuracy and quality and a good attention to detail
  • Proven excellence in administration roles
  • Ability to treat people with respect under all circumstances, install trust and uphold the values of the business
  • Have a sound commercial approach to all decision making

Reference: 34004139

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