Customer Support Executive - London
Purpose of Role
If you’re passionate about delivering exceptional customer experiences and possess excellent communication skills, we have an exciting opportunity for you! Our SaaS company is seeking a Customer Support Executive to be the face of our brand and provide top-notch guidance to our valued customers (among the best names in the business) and provide feedback to our product team.
Customer Assistance: Act as the primary point of contact for our customers, providing prompt and courteous responses to their inquiries, troubleshooting technical issues, and resolving concerns via various communication channels (email, chat, phone, and social media).
Product Knowledge: Develop an in-depth understanding of our SaaS products and services to confidently guide customers in using the platform effectively, ensuring they get the maximum value from our solutions.
Issue Resolution: Investigate and resolve customer complaints, ensuring that issues are addressed to the customer’s satisfaction, and escalate complex problems to the appropriate teams if needed.
Documentation: Maintain accurate and detailed records of customer interactions and transactions, logging support tickets, and updating customer profiles to ensure efficient case management and follow-up.
Product Feedback: Gather feedback from customers and relay insights to the product development team to contribute to continuous improvement efforts and help shape future enhancements.
Onboarding and Training: Assist new customers during the onboarding process, guiding them through initial setup and providing in person and online training sessions alongside useful resources to help them get up to speed with the platform.
Customer Advocacy: Be the voice of the customer within the organisation, advocating for their needs and contributing to the improvement of customer-focused policies and processes.
Cross-Functional Collaboration: Collaborate with other departments, including sales, marketing, and product teams, to ensure a seamless customer experience throughout the entire customer journey.
Preferred Experience and Knowledge:
Experience in customer support or customer success related role
Working knowledge of support practises/tools; Ticket Manager, CRM,
Comfortable use of Microsoft Suite – Excel etc
Experience managing multiple tasks at one time and the ability to deliver each to as high standard as the last
Comfortable speaking and good presentation skills
Experience working in a SaaS company
Passionate about excellent customer service
Strong problem-solving skills
Ability to build rapport with customers and remain calm under pressure when dealing with challenges
Resourceful, self motivated, multi-tasker who can to work independently, but also thrives in a team
Strong communication skills
An open approach to communication and ensuring that engagement permeates through everything that you do
Demonstrably committed to the Company’s ethos
Passionate about wine
What’s in it for me?
Lovely period central london office
Monthly wine tasting
Great working environment – passionate team
Small (30+ team), growth business, where you can build your career and won’t get pigeonholed
Regular Team building
Bonus scheme (discretionary)
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