Customer Support Executive
Feefo Holdings Ltd, United Kingdom
Job Description
Feefo helps both consumers and businesses make the right decisions.
Founded in 2010, Feefo works with 5,000+ clients worldwide to collect reliable and constructive reviews they can learn from and display. We provide invite-only, verified customer feedback, so consumers can learn how people like them feel about different products and services. And companies can truly discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.
We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, smart profiling, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.
We are proud to work with companies, large and small, from household names to local heroes.
To learn more visit:www.feefo.com,LinkedIn, andTwitter
About the role Customer Support Executive
Reporting to Customer Support Team Lead, the Customer Support Executive will be Responsible for reactively engaging with Feefo customers to help them with day-to-day queries, ensuring issues are resolved quickly and effectively, by providing excellent first-line product support and customer service.
Responsibilities:
- Provide first-line support to all of Feefo's customers.
- Understand GDPR and how it applies to business best practice
- Troubleshoot and resolve queries in line with agreed SLAs and KPI's
- In collaboration with other members of the Support team, ensure the support tickets raised by customers are monitored and actioned accordingly
- Identify issues and engage with the second-line technical support team, where necessary, to escalate bugs, solve problems, or obtain missing information
- Update CRM, providing visibility to other teams of contact with customers, queries raised, and action taken
- Liaise with customers via phone, email and Live-chat and ticketing system
- Develop in-depth knowledge of our solution and product
- Dealing with and resolving customer complaints, escalating where appropriate
- Updating and maintaining client records on our CRM (Microsoft Dynamics 365)
- Ensuring client use of the Feefo platform is compliant in line with contractual terms
- Ad-hoc reporting tasks at client-level
- Ad-hoc tasks as required to support business or client need (such as data cleansing)
- Any other tasks or projects as business needs require
Requirements
- Have experience in a customer facing Application Support or Technical role
- Have a strong technical background; basic knowledge of databases, APIs and web technologies (HTML, PHP, JAVA) are strongly desired and an understanding of Google Analytics is preferred
- Take a logical and organised approach to problem solving, asking appropriate questions to facilitate the collection of information required
- Understand software development lifecycles
- Good understanding of Excel
- Are a team-player who is able to work unsupervised
- Are proactive, keen to take on responsibility, and able demonstrate how you have made changes and improvements in previous roles
- Competent with Microsoft Suite systems and experience of operating a CRM or Support software
- Comfortable with presenting to large groups of people, either face to face or virtually
- Ability to work quickly to resolve technical issues with minimal oversight
- Proficient in explaining and documenting complicated technical topics to people and customers of all skill levels
- Understand SaaS and Marketing models and their deployments over multiple customer sites
- Understanding of eCommerce platforms is desirable
- Keen problem-solver who is prepared to throw themselves into trying to solve any issue for our clients
- Methodical worker, who is able to prioritise work and juggle multiple different tasks and contact channels
- Friendly, approachable and willing to learn and accept feedback
- Are hungry to be in a challenging environment in a fast growing tech company
Benefits
Hybrid Working amp; Offices
- Feefo offers a hybrid working pattern
- We have a fully serviced office in London, in addition The Farm in Petersfield an idyllic Barn location
- We also have a small office in Melbourne, with a growing team in Boston
- Lots of breakout space and common areas
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