Customer Support Executive (Fixed Term Contractor)

General Purpose

A fantastic opportunity has arisen for a Customer Support Executive to join a growing Customer Success department on a contract basis, located in our Central London HQ in Shoreditch. We are looking for a person with an energetic personality and a positive can-do attitude who is eager to learn and grow within the business.

This role is to deliver excellent customer service and support the Customer Success team with administrative duties. You will be responsible for research and database scraping in both English and French in order to maintain the quality and relevance of job postings on the site and to increase engagement and traffic. You will also be the first point of contact and the face of the business on the phone and via email.


Essential Duties/Responsibilities

  • Initiating Scrapes with careful and precise mapping so that the right jobs are posted to our website
  • Maintaining Scrapes to make sure that we address any and all errors as soon as possible
  • Inspecting websites to see if they are suitable for scraping
  • Taking the initiative to find jobs that are potentially suitable for our website
  • Communicating with an external team in Kiev to ensure the process runs as smoothly as possible
  • Provisioning orders and setting up client accounts
  • Creating / managing users and setting up login details
  • Posting job adverts to the website
  • Refreshing and managing live job adverts
  • Gathering, recording and escalating professionals’ feedback appropriately
  • Producing weekly/monthly/ad-hoc reports as requested by the client and the CS team. This includes client activity and statistic reports for the EMEA core markets
  • Creatively and efficiently resolving professional’s issues, investigating complaints and escalating where necessary
  • Maintaining accurate records within our CRM (SalesForce) system
  • Managing incoming calls via a switchboard and forwarding calls to the relevant team or department
  • Managing weekly and monthly Newsletters for all the EMEA markets
  • Supporting the EMEA Customer Success team with ad-hoc admin duties

 

Job Qualifications

Essential

  • Good comprehension of written French
  • Excellent attention to detail
  • Excellent organisational and time management skills
  • Excellent problem solving skills
  • Ability to handle multiple tasks simultaneously and adapt to a dynamic environment
  • A strong team player
  • Computer literate with MS Office (Word, Excel, PowerPoint and Outlook) and CRM systems
  • An understanding of online systems, SaaS products and websites
  • Innovative, forward thinking approach to client/professional’s success

Beneficial

  • Experience in using SalesForce
  • Recruitment industry knowledge

 

NOTE: This job description is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job as of the date this job description was prepared. Management reserves the right to modify this job in order to meet business needs.