Hybrid Customer Support Executive – Fixed Term Contract

Posted 4 weeks ago

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About the role

  • Build an in depth understanding of Foods Connected product offerings across Food Quality & Technical and Procurement and Protein Optimisation offerings.
  • Offer prompt and proactive support to customers and their suppliers using systems like HubSpot, ensuring efficient case management and issue resolution.
  • Track customer interactions, and potential issues using CRM tools, ensuring transparency and accurate record-keeping.
  • Work closely with other members of Customer Success, and development teams to ensure customers' needs are met and products are aligned with customer feedback.
  • Take appropriate steps to escalate issues when needed to second or third line and continue to monitor this progress for the customer and communicate effectively.
  • Support customers when required through the onboarding process, ensuring a smooth transition onto the Foods Connected platform in collaboration with other assigned Customer Success team members.
  • Gather and analyse customer feedback to inform product improvements and updates.
  • Monitor and report on customer health metrics using our CRM platform HubSpot to ensure high satisfaction.
  • Provide clients with regular updates on their usage, highlighting key insights and areas for further optimisation.

Requirements

  • Bachelor’s degree in related field and 2 years relevant experience; or equivalent combination of education and experience.
  • 2+ years’ experience in a role offering first line technical support.
  • Hands-on experience using customer success or CRM tools like HubSpot, Zendesk, or similar platforms for managing customer relationships, support cases, and reporting e.g. Jira or similar.
  • Proficiency in Microsoft: 365 Suite (Excel, PowerPoint, etc.)

Benefits

  • Competitive Base Salary
  • Clear Career Progression
  • Generous Holiday Package - 25 Days + 10 Public Holidays
  • Secure Company Hardware
  • Employee Wellness Program and Classes

Job title

Customer Support Executive – Fixed Term Contract

Job type

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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