Customer Support Executive

Would you thrive in a dynamic mission-led company with agile and open management that is driven by a common purpose and goal?

Are you a super-efficient, passionate Customer Support Executive ready for a high-impact role with a highly ambitious and rapidly growing business?

If so, then we’d love to hear from you!

How we see the role

Key tasks include;

• Respond promptly and professionally to customer inquiries via various channels, including telephone, email, chat, and social media.
• Address a wide range of customer issues, including general inquiries, product information, and basic troubleshooting.
• Conduct initial triage to categorise and prioritise customer issues based on urgency and complexity.
• Determine whether an issue can be resolved at the 1st line or needs to be escalated to higher levels of support.
• Provide step-by-step guidance for basic troubleshooting and issue resolution.
• Help customers navigate through common problems or challenges with ECO Surv products or services.
• Adhere to service level agreements (SLAs) and Key Performance Indicators (KPIs) for response and resolution times.
• Maintain accurate and detailed records of customer interactions, including the nature of the issue, steps taken, and resolutions provided.
• Follow established escalation protocols when unable to resolve an issue at the 1st line.
• Collaborate with 2nd and 3rd line support teams for more complex issues.
• Provide feedback on recurring customer issues and challenges to assist in continuous improvement efforts.
• Contribute to the identification of areas for process improvement.
• Promote additional offerings that align with customer needs.

Do you have…

• Excellent communication skills?
• Advanced understanding of software and technology?
• Minimum 1-year experience within a customer experience role or like?
• Keen eye for detail?
• Adaptability and resilience?
• Customer-centric focus and empathy?

You will be the perfect fit for ECO Surv if you are…

• A genuine team player
• Positive with a can-do attitude
• Hard-working, results driven and own it
• Self-motivated and love to solve problems
• Humble – work without ego
• Ambitious and driven
• Someone who takes pride in their work