Overview
The Customer Service Executive is responsible for delivering exceptional service to customers by handling inquiries, resolving complaints, providing product and service information, and ensuring a positive customer experience. The role requires strong communication skills, problem-solving abilities, attention to detail, and a customer-focused mindset. The Customer Service Executive serves as a key point of contact between the organization and its customers, helping to build customer loyalty and maintain the company's reputation for excellence.
Responsibilities
- Customer Support & Relationship Management
- Respond promptly and professionally to customer inquiries via phone, email, live chat.
- Provide accurate information regarding products, services, pricing, policies, and procedures.
- Build and maintain strong relationships with customers through courteous and empathetic interactions.
- Understand customer needs and offer appropriate solutions to ensure satisfaction.
- Follow up with customers to ensure issues have been resolved effectively.
Complaint Resolution
- Investigate and resolve customer complaints in a timely and efficient manner.
- Escalate complex issues to relevant departments when necessary while maintaining ownership of the customer experience.
- Document customer interactions, complaints, and resolutions accurately in CRM systems.
- Identify recurring customer issues and recommend process improvements.
Order & Account Management
- Process customer orders, returns, exchanges, cancellations, and refunds according to company policies.
- Verify customer information and maintain accurate records.
- Coordinate with logistics, sales, finance, and technical teams to ensure smooth service delivery.
Performance & Quality Assurance
- Meet or exceed established customer service KPIs, including response times, customer satisfaction scores, resolution rates, and productivity targets.
- Maintain high standards of professionalism, accuracy, and compliance.
- Participate in quality reviews, coaching sessions, and training programs.
- Contribute to continuous improvement initiatives to enhance customer service processes.
Administrative Duties
- Maintain detailed records of customer interactions and transactions.
- Assist with updating customer service procedures and knowledge base documentation.
- Support departmental projects and operational activities as assigned.
Required Qualifications
- Business Administration, Communications, Sales, or a related field.
- Minimum 2–3 years of experience in customer service, internal sales operations, customer support, or a related role.
- Experience using CRM systems and customer support platforms is preferred.
- Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Essential Skills & Competencies:
Communication Skills
- Excellent verbal and written communication abilities.
- Strong listening and questioning skills.
- Ability to explain information clearly and professionally.
Customer Focus
- Genuine commitment to delivering world-class customer service
- Ability to remain patient, empathetic, and solution-oriented in challenging situations.
Problem-Solving
- Strong analytical and decision-making skills.
- Ability to identify root causes and implement effective solutions.
Organizational Skills
- Excellent time management and multitasking abilities.
- Strong attention to detail and accuracy.
Technical Skills
- Familiarity with CRM software and customer support tools.
- Ability to learn new systems and technologies quickly.
Teamwork & Collaboration
- Ability to work effectively with cross-functional teams.
- Positive attitude and willingness to support colleagues.
This position offers an excellent opportunity for individuals passionate about delivering world class customer service. We value professionalism, attention to detail, and a commitment to continuous improvement.
Pay: £26,000.00-£28,200.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Free parking
- On-site parking
Experience:
- Customer service: 2 years (required)
- Business administration: 2 years (required)
Language:
Work Location: In person
