Customer Support Executive - Maternity Cover

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. 

• 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

• 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 

• Feefo embraces a flexible hybrid working pattern 
• Alongside an extensive benefits package, our platform offers a wide range of perks tailored to your needs, including health and wellbeing programs, an electric car scheme, childcare support, and lifestyle options 
• Join one of our working groups focused on what matters most to us – charities, CSR, wellbeing and mental health, social events, DE&I, or graduate programs. 
• Our enhanced family leave policies are there for you when it matters most, helping you balance your career with life’s biggest moments 
• Learning & Development is a big deal here. Whether its chartered memberships, short courses, or career coaching, we’ll help you grow and move forward in your career
• Our performance management process is designed to set you up for success. We’re here to help you achieve your goals and thrive 
• Work alongside a passionate and experienced senior leadership team driving Feefo’s growth with innovative products and technology as a force for good

• Be part of a growing global scale-up dedicated to fostering a diverse and inclusive culture where every team member is celebrated
• Feefo offers a referral scheme - employees can obtain a referral bonus for successfully referring new hires to the company

Values 

At Feefo, we are committed to creating an environment where authenticity, inclusiveness, and a client-centred approach are at the core of everything we do.  

Authenticity – We believe in being true to ourselves and our values. We encourage our team members to bring their whole selves to work, fostering a culture of transparency and integrity. 

Inclusiveness – Diversity and inclusion are not just words for us, they are fundamental principles that guide our actions. We are dedicated to creating a workplace where every voice is heard, and every individual is valued.  

Client-Centred – Our clients are at the heart of our business. We prioritise their needs and strive to exceed their expectations by delivering personalised, high-quality service in every interaction. 

At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered. 

We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.