Customer Support Executive

Direct Response Employment Services are delighted to be supporting our long established client in Calne in the recruitment of a customer service executive to support the team on a permanent basis.

Within the role you will be at the voice of the company, answering enquiries, resolving issues and often being the first point of contact as they call in to the business.

Working within a small team of around 10, you will be joining a friendly yet busy team and we are looking for someone who can hit the ground running with this one, getting on the phone and being confident in talking toa wide range of people.

Key Responsibilities/Role:

* Manage high volumes of customer enquiries via telephone and email, maintaining excellent response times and service standards.

* Management resolution and distribution of our General Email in-box emails.

* Maintain accurate records, customer information, and documentation using CRM systems and internal databases.

* Manage incoming and outgoing post, parcels, and deliveries where required.

* Diagnose and resolve product or service issues, escalating complex cases to the relevant technical or operational teams as appropriate.

* Document, Track, document, and analyse support tickets ensuring all problems are documents a followed up on.

* Build positive, long-term relationships with customers by delivering a consistently warm, knowledgeable, and solutions-focused experience.

* Maintain and contribute to the internal knowledge base, keeping help documentation accurate and up to date.

* Proactively follow up on resolved cases to confirm customer satisfaction and identify opportunities to improve the support process.

* Develop effective internal relationships. In particular with our warehouse team, ensuring customers orders are shipped in a timely manner.

* Management of all DPD & Fedex missed shipments ensuring we receive credits for miss deliveries.

* Processing of all customer orders ensuring they are shipped out the same day.

* Ensure Credits are chased, logged and retrieved from suppliers.

This is a varied role where you are not only providing exceptional customer support but playing a key role in supporting the day to day duties within the office.

What we're looking for:

* 1–3 years in a customer-facing support, helpdesk, or service role.

* Must enjoy talking and building relationships with customers.

* Excellent written and verbal communication skills.

* Ability to stay calm and empathetic under pressure.

* Proficiency with CRM tools & Outlook.

* Strong problem-solving skills with attention to detail.

What we offer

* Competitive salary (28K-30K) with Company performance-based bonus (End of Year).

* Company Pension.

* 25 days annual leave plus bank holidays.

* Collaborative team culture with regular training.

* 3 x Salary Life insurance.

* Hours – Monday – Thursday 08-30am-5-00pm Friday 08-30am-4-00pm.

If this sounds like the role for you then please get in touch, we would love to discuss further with you
Only candidates based in UK and eligible to work in UK are allowed