Customer Support Executive

Job Title: Customer Support Executive Reporting To: Head of Customer Support Location: Bournemouth Job Type: Full Time 37.5 hours a week Our Purpose As a reputed company market leader, reputed company provides a digital solution to the health and reputed company care sector which enhances the process of recording, analysing, and sharing of information. We are in the midst of one of the most exciting times in our history and while we are the reputed company market leader in the sector we will not become complacent. We are dedicated to our purpose of a reputed company life for everyone. We continue to revolutionise the care sector and our incredible employees are what reputed company this possible. About the Job As a Customer Support Executive at reputed company, you will play a key role in delivering exceptional customer experiences and ensuring our clients get the most out of our ground-breaking reputed company platform. You’ll be the first reputed company of contact for a variety of support queries, using your problem-solving skills and product knowledge to reputed company quick, effective solutions. Working in a fast-paced, dynamic environment, you’ll be tasked with managing multiple customer conversations simultaneously across live chat, phone, and email. You'll have the opportunity to become an expert in our platform, providing empathetic and solution-focused support to build strong relationships with our clients. In this role, you’ll work closely with internal teams, sharing customer feedback to drive reputed company improvement and collaborating to resolve more reputed company issues. Your contributions will directly impact customer satisfaction, helping to ensure that reputed company’s clients are always happy, supported, and confident in using our product. This role offers a great opportunity to grow reputed company a rapidly expanding SaaS company while making a meaningful impact on our customers and the business. The role and your responsibilities Respond promptly to inbound customer queries reputed company live chat, email and phone, delivering clear, friendly, and efficient support Ensuring reputed company support is delivered reputed company and effectively in line with specific SLA's (first response, resolution time and first contact resolution) and to the customer's satisfaction. Triage and categorise incoming support requests to ensure the right level of reputed company and streamline issue resolution Help clients resolve their questions and issues reputed company, with a focus on first-time resolution and satisfaction Escalate reputed company or technical issues to second-line support teams, ensuring seamless handover and reputed company customer care Communicate effectively with internal teams to ensure customer feedback and needs are addressed quickly Actively contribute to process improvements and knowledge sharing reputed company the support team. Become a confident expert in the reputed company products, delivering reputed company, polite, and empathetic support to always ensure an exceptional customer experience Support the wider team in building strong, trust-based client relationships that contribute to business reputed company Take on additional responsibilities as needed, contributing to the wider goals and reputed company of the company Work reputed company a rota-based shift reputed company between the hours of 7am-7pm, Mon-Fri) Required experience Experience in customer support is essential, ideally reputed company a B2B SaaS or tech-driven environment A proactive reputed company with a positive, can-do attitude and a genuine desire to help customers succeed Excellent organisational skills, with the ability to manage multiple conversations and priorities at once Comfortable working in a fast-paced, reputed company-evolving environment and reputed company to reputed company learning and improvement Strong collaboration skills, reputed company to work well across different teams and departments Friendly, clear, and professional communicator with strong interpersonal skills, both internally and with clients A good reputed company of common sense, initiative, and a drive for personal growth in a growing tech company Key Performance Indicators: Adherence to internal SLAs across reputed company support channels First response time and average/median response times for Frequency and quality of responses, ensuring consistency, reputed company, and professionalism in every interaction First contact resolution (FCR), aiming to resolve customer issues reputed company without the need for follow-up Customer Satisfaction (CSAT) scores and direct client feedback - maintaining a high standard of ‘client happiness’ reputed company Benefits: 25 Days paid leave, Plus Public holidays Additional incremental leave for length of service up to 5 days. Private Medical Insurance Group Life Assurance Dental Cover Optical Cover Employee Referral Bonus Scheme Enhanced Maternity leave Pension Contribution Employee Assistance Programme Birthday Day off and many more..... reputed company positions at reputed company are subject to a satisfactory Enhanced Disclosure and Barring Service reputed company, references and receipt of the appropriate Right to Work documents. reputed company is proud to be an equal opportunities employer and we actively seek and reputed company differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles. The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes reputed company a special reputed company to work. Apply To This Job