Customer Service Executive (Technical Support)
Location: Ascot
Salary: Competitive
Contract: 12-14 month Maternity Cover
Start date: March 2025
My client who is based in Ascot is seeking a Customer Service Executive to join their team on a 12-14 month maternity cover. As a Customer Service Executive, you will be responsible for being the first point of contact for all customer tickets and delivering excellent customer service through the provision of support in response to both internal and external customers' queries. You will be self-motivated, confident, and proactive, successfully delivering results and working as part of the Customer Services team to achieve its objectives.
Responsibilities:
Take ownership and accountability of customer support queries raised and manage the tasks assigned within the business. Ensure timely communication, resolution, or escalation. Proactively engage with customers over the phone, asking clarification questions or providing clear instructions or technical input when required. Ensure all customer tickets are responded to proactively, meeting the current SLAs, and that all tickets and documentation are up to date at all times. Deliver Service Projects, which include liaising with customers to obtain end-user details, contacting the end user, and scheduling engineer visits. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Liaise with other team members and departments to ensure the customer receives the best level of service in the support and resolution of customer queries. Maintain sufficient up-to-date knowledge about products. Contribute to ideas and topics as part of the Customer Services Team, working proactively with the team to achieve objectives and goals. Support the department with general administrative tasks when required and provide cover for the Technical Support Executive when necessary. Undertake any other duties reasonable to the job level as deemed appropriate by the Company. Skills, Knowledge, and Experience:
Ideally, solid demonstrable working experience in a customer support role. An understanding of what Customer Advocacy is and a skill set that can reflect this. Proactive with a positive attitude. A strong team player willing to work closely with other members of the team to ensure the best level of service is provided to our customers. Hands-on experience with CRM software (MS Dynamics in use). High attention to detail, record keeping, and level of accuracy. Excellent communication skills, both verbal and written. Logical and organised, excellent at multi-tasking, able to plan and structure their day to achieve KPIs. Proactive with excellent organisational and problem-solving skills.
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Take ownership and accountability of customer support queries raised and manage the tasks assigned within the business. Ensure timely communication, resolution, or escalation. Proactively engage with customers over the phone, asking clarification questions or providing clear instructions or technical input when required. Ensure all customer tickets are responded to proactively, meeting the current SLAs, and that all tickets and documentation are up to date at all times. Deliver Service Projects, which include liaising with customers to obtain end-user details, contacting the end user, and scheduling engineer visits. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. Liaise with other team members and departments to ensure the customer receives the best level of service in the support and resolution of customer queries. Maintain sufficient up-to-date knowledge about products. Contribute to ideas and topics as part of the Customer Services Team, working proactively with the team to achieve objectives and goals. Support the department with general administrative tasks when required and provide cover for the Technical Support Executive when necessary. Undertake any other duties reasonable to the job level as deemed appropriate by the Company. Skills, Knowledge, and Experience:
Ideally, solid demonstrable working experience in a customer support role. An understanding of what Customer Advocacy is and a skill set that can reflect this. Proactive with a positive attitude. A strong team player willing to work closely with other members of the team to ensure the best level of service is provided to our customers. Hands-on experience with CRM software (MS Dynamics in use). High attention to detail, record keeping, and level of accuracy. Excellent communication skills, both verbal and written. Logical and organised, excellent at multi-tasking, able to plan and structure their day to achieve KPIs. Proactive with excellent organisational and problem-solving skills.
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