Customer Support Executive
THE COMPANY: Brewster Partners are working exclusively with a successful telecommunications company based in Doncaster. The primary purpose of the Customer Support Executive role is to deliver reliable and effective solutions to our customers via phone, email or live chat interactions. As the face of the company, you'll set the tone for customer engagement, advocating for them to the rest of the business and owning the resolutions through interactions with other departments, escalating where necessary. Reporting into the Customer Service Supervisor, you'll do better than simply provide answers, instead going above and beyond for the customer. You'll be aware of feature enhancements and service issues in order to increase their satisfaction as well as reduce support tickets and minimise the possibility of accounts churning. Aside from providing excellent product support, you'll be hot on the heels of customer payments, utilising and improving the collections process to ensure debt is reduced and the accounts are in order. THE JOB: Deliver customer support to existing customers via inbound calls, webchat and online enquiries Offer technical support to handle and resolve customer queries Investigate, solve or escalate product and technical issues, ensuring a resolution for the customer Manage the collections process for customer debts Keep accurate and concise customer records in our helpdesk CRM Build relationships with customers to improve their overall experience Ensure that customer interactions are delivered in line with department / individual KPI's Identify opportunities for improvements within existing processes Understand and analyse data to produce and narrate reports for team meetings Any other ad-hoc duties within Operations Excellent professional verbal and written communication skills. Excellent problem-solving skills Ability to listen to customer needs, understand them and deliver the right solution Highly motivated and driven Customer focused Adaptable and enthusiastic, with a positive trainable attitude. Ownership of role and pride in your work Time management and being able to plan and prioritise work load. Good attention to detail. THE PERSON: B2B experience Experience of analyse of software Proven track record of working in a customer service environment Ideally experienced in a technical support or product support function, although training will be provided Brewster Partners Business & Office Support is a division of the Brewster Partners Recruitment Group focusing on the recruitment of talent in administration, business support, HR, sales, marketing and purchasing jobs in in South Yorkshire, West Yorkshire, East Yorkshire, North Yorkshire, Lincolnshire and Nottinghamshire. If you are interested in discussing this job in more detail or any other aspect of business and office support recruitment we would really like to hear from you. Please visit our website at www.brewsterpartners.co.uk for more information.