Customer Service Executive

Job Title: Customer Service Executive
Location: Brighton, UK
Company: Technology Consultancy

About Us:

A forward-thinking technology company based in Brighton, specializing in helping businesses navigate IT challenges and achieve digital transformation. We pride ourselves on delivering high-quality, tailored solutions that empower organizations to reach their full potential. We are now seeking a Customer Service Executive to join our dynamic team.

Job Overview:

As a Customer Service Executive you will be responsible for providing top-tier support to our clients, ensuring they have a seamless and positive experience throughout their journey with us. You will handle client inquiries, resolve issues, and act as a key liaison between the customer and our technical teams. The ideal candidate will be highly organized, proactive, and passionate about technology and customer satisfaction.

Key Responsibilities:

• Client Interaction & Support: Serve as the first point of contact for clients, responding to inquiries via phone, email, and live chat in a friendly and professional manner.
• Issue Resolution: Troubleshoot and resolve customer issues related to our technology services and solutions, working closely with the technical team to ensure timely solutions.
• Onboarding & Setup: Assist clients in onboarding, ensuring smooth and efficient integration of our services and providing support for initial setup processes.
• Account Management: Help maintain client accounts by managing updates, handling service renewals, and ensuring clients are aware of available services and upgrades.
• Customer Feedback: Actively seek and gather client feedback, identifying areas for improvement and collaborating with the team to enhance the overall customer experience.
• Knowledge Base Maintenance: Keep up to date with our technology solutions, products, and services in order to provide accurate information to clients.
• Collaboration: Work alongside technical teams to ensure that all client needs are met and that there is effective communication across departments regarding customer requirements.
• Customer Satisfaction Tracking: Monitor customer satisfaction through surveys, follow-ups, and ongoing support, ensuring that any concerns are addressed promptly and efficiently.
• Documentation & Reporting: Maintain accurate records of customer interactions, issues, and resolutions in our CRM system. Provide regular reports on customer service trends and insights.

Key Requirements:

• Previous experience in a customer service or support role, preferably in the technology or IT sector.
• Strong communication skills, both verbal and written, with the ability to simplify technical information for non-technical customers.
• Excellent problem-solving and troubleshooting abilities.
• Highly organized with great attention to detail and the ability to manage multiple tasks efficiently.
• A customer-first mindset with a passion for delivering an exceptional client experience.
• Proficiency in customer service software (e.g., Zendesk, Freshdesk, Salesforce) and Microsoft Office.
• A basic understanding of IT systems and terminology is desirable but not essential.

Desirable Skills:

• Experience working in a technology consultancy or IT service provider environment.
• Familiarity with CRM systems and ticketing tools.
• Knowledge of common tech support tools and platforms.
• Strong interpersonal skills and the ability to work well in a team-oriented environment.