Customer Care Representative

Immediately available - Customer Care Executive opportunity Our Customer Our customer provides construction businesses with financial, contract management and estimating software and are market leaders in our sector. They have recently been awarded the fastest-growing tech company at the Thames Valley Tech Awards, are certified as a Great Place to Work & have over 3,000 customers The Role - Customer Care Executive We are looking for a professional Customer Care Executive who will be responsible for handling inbound customer questions, comments and complaints. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should have a clear communication style, persuasive attitude, excellent customer relationship skills, and a passion for customer experience. Ultimately, you will help establish our reputation as a company that offers excellent customer experience during all sales and after-sales procedures. Key Accountabilities Be a trusted advisor to customers – support our customers resulting in a healthy customer relationship Own the inbound customer queries, responding in a timely and accurate way , via phone/email (and possibly chat in the future) Follow up with customers and internal stakeholders, owning the query to ensure customer issues are resolved and the customer receives Identify customer needs and help customers use specific features, helping them realise the full value of their Eque2 solution(s) Update internal databases with information about customer queries and all key discussions and actions internally and externally (customers) Monitor customer complaints on social media and reach out to provide assistance Gather customer feedback and share with the Product, Sales and Marketing teams (for example, collate information and report into product malfunctions and enhancements uncovered through customer conversations) Knowledge, Skills & Experience Passionate about providing a best-in-class customer experience Proven record in managing customer queries demonstrating excellent communication and problem-solving skills Strong stakeholder management – allowing you to engage with various personas and adjusting the communication style/approach to achieve your objective(s) Ability to manage own time/diary, and able to prioritise according to our customers business or the customers’ needs. A proactive approach, working with internal and external stakeholders Ability to understand the root problem behind a specific requirement and the ability to articulate where our product assist with solving said problems A solid level of experience with the MS Office Suite (Word, Excel, PowerPoint) and MS Teams Experience and disciplined adoption and maintenance of a CRM system Industry Minimum of 1 years’ experience working within a Software organisation, ideally within the B2B space Experience in a SaaS/ Technology environment is a desirable for this role Other 6-month fixed term contract (potential to go permanent after this period) Able to commute to the Maidenhead office 2-3 times a week Flexibility to travel (UKI) if required Hold a full UK driving license and valid passport Overnight stays may be required on occasion

Location: Maidenhead, GB

Posted Date: 2/6/2025