Job Title: Customer Support Executive
Join us at Nourish and experience a workplace where care, impact, and fun all come together.
Reporting To: Head of Customer Support
Location: Bournemouth
Job Type: Full Time, 37.5 hours a week
About Nourish
Nourish Care is a market leader providing digital solutions to the health and social care sector, enhancing the recording, analysis, and sharing of information. We are committed to revolutionising the care sector and improving lives, driven by our talented employees.
Job Overview
As a Customer Support Executive, you will deliver exceptional customer experiences, helping clients maximise our Nourish Care platform. You will handle support queries via chat, phone, and email, providing empathetic and effective solutions while building strong client relationships.
Responsibilities
1. Respond promptly to customer inquiries across support channels, ensuring satisfaction and efficiency.
2. Manage support requests by triaging and categorising, prioritising issues appropriately.
3. Resolve client questions and issues, aiming for first-time resolution.
4. Escalate complex issues to second-line support, ensuring smooth handovers.
5. Collaborate with internal teams to address customer feedback and needs.
6. Contribute to process improvements and knowledge sharing.
7. Develop expertise in the Nourish Care platform, providing empathetic support.
8. Build trust-based relationships with clients to support business success.
9. Support the team and contribute to company goals.
10. Work within a rota-based shift pattern, including some weekends and bank holidays, with on-call pay for bank holidays.
Required Experience
* Customer support experience, ideally in a B2B SaaS or tech environment.
* Proactive attitude with a desire to help customers succeed.
* Excellent organisational skills to manage multiple conversations and priorities.
* Comfortable in a fast-paced, evolving environment, eager for continuous learning.
* Strong collaboration and interpersonal skills.
* Clear, friendly, and professional communication skills.
* Initiative, common sense, and a drive for personal growth.
Key Performance Indicators
* Adherence to SLAs across support channels.
* Response times and response quality.
* First contact resolution rate.
* Customer Satisfaction scores and feedback.
Benefits
* 25 days paid leave plus public holidays; additional leave with service.
* Private Medical Insurance, Group Life Assurance, Optical Cover.
* Employee Referral Bonus Scheme, Enhanced Maternity Leave.
* Pension contributions, Employee Assistance Programme, Birthday day off.
* And more...
All positions are subject to background checks, references, and right to work verification. Nourish is an equal opportunities employer, embracing diversity in all forms.
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