Customer Success Executive

1St%20Formations; City of Westminster; Hybrid; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

Progression opportunities

Job summary

1st Formations is seeking a Customer Service Executive to join our fast-paced, multichannel support team. You'll be the voice of the company for founders and business owners, assisting via phone, live chat and email to ensure a smooth start and ongoing satisfaction.

You should thrive in a high-volume environment, enjoy solving problems, and care about getting things right first time while adhering to regulatory and compliance requirements.

Qualifications

• 2+ years in customer-facing roles across multiple channels (phone, email, chat and/or social)
• Experience meeting operational KPIs and targets
• Experience handling escalations and resolving complaints with customers

Responsibilities

• Deliver exceptional customer service with professionalism and empathy across channels
• Meet response SLAs and escalate proactively when targets are at risk
• De-escalate and resolve customer complaints with clear outcomes
• Act as a product expert on company formation and updates to policies
• Collaborate with cross-functional teams to resolve complex issues and improve processes
• Manage multiple channels and keep accurate case notes while complying with regulations

Skills

Customer service

Multichannel support

KPIs

Cross-functional

Communication

Active listening

Problem solving

Tools

HubSpot CRM

MS Office

Google Workspace

Job description

1st Formations is seeking a Customer Service Executive to join our fast-paced, multichannel support team. You'll be the voice of the company for founders and business owners, assisting via phone, live chat and email to ensure a smooth start and ongoing satisfaction.

You should thrive in a high-volume environment, enjoy solving problems, and care about getting things right first time while adhering to regulatory and compliance requirements.