skip to Main Content

Customer Support Executive Job Description

Once you have selected your Job Description download it and convert it to a Job Advert, please use as many as you require. If you wish to use the job description for a CV Template click through for advice and Convert to a CV

Customer Support Executive Job Description

We are recruiting for a qualified Customer Support Executive to manage a team of representatives who will offer excellent customer service and after-sales support. Your job will include creating policies and procedures and oversee the customer service provided by the team. As Customer Support Executive you will be responsible for the selection of staff in the hiring process and ensure that a standardised level of service is maintained for all customers.

To succeed as a Customer Support Executive, you should have excellent interpersonal and communication skills and be professional at all times. These skills will prove helpful when mentoring the representatives in your team and mediating with customers. We expect our Customer Support Executive should possess a proven track record of successful customer service and management skills.

Customer Support Executive Responsibilities

  • A minimum of 3 years’ experience.
  • Excellent interpersonal and written and oral communication skills.
  • Ability to lead a team.
  • Knowledge of CRM systems.
  • Computer skills.
  • Knowledge of mediation and conflict resolution techniques is preferable.
  • A bachelor’s degree in Administration or related field.

Customer Support Executive Requirements

  • Manage a team of representatives offering customer support.
  • Oversee the customer service process.
  • Resolve customer complaints brought to your attention.
  • Create policies and procedures.
  • Plan the training and standardisation of service delivery.
  • Select and hiring new staff.
  • Monitor the work of individual representatives and of the team.
  • Conduct quality assurance surveys with customers and providing feedback to the staff.
  • Possess excellent product knowledge to enhance customer support.
  • Maintain a pleasant working environment for your team.
  • A minimum of 3 years’ experience.
  • Excellent interpersonal and written and oral communication skills.
  • Ability to lead a team.
  • Knowledge of CRM systems.
  • Computer skills.
  • Knowledge of mediation and conflict resolution techniques is preferable.
  • A bachelor’s degree in Administration or related field.

Personalising Your Customer Support Executive Job Description Advise

The hiring process and recruiting new employees to fill your key roles requires a degree of personalisation if you are to attract the best employees in a competitive employment market. The right person for a crucial role or more senior roles will likely have other employers targeting them. As your job description will be the first point of contact, you need to nail your pitch and provide the best possible service.

When creating your bespoke description and advert, you should cover and promote these points:

Job title: This should accurately reflect the role and include keywords that top talent might be using to search for jobs.

Job duties: The day to day duties, such as administrative tasks, which vary depending on the company and inform the candidate if they can complete the role.

Technical skills: These are the hard skills required through training, such as proficiency with Microsoft Office.

Soft skills: These include the interpersonal skills and general abilities the right candidates will possess. For example, the competency to prioritise multiple tasks, handle customer queries and customer complaints, work alone, or build a good relationship with coworkers.

The company’s culture: Highlighting your company culture and values ensures employees thrive and find outstanding job satisfaction. Candidates that are not the right fit won’t waste their time completing the application process, meaning you can focus on qualified individuals and hire in a more timely manner.

Career progression: Including the career path will entice candidates looking for career growth. 

Training and development programs: Smaller companies may need employees with previous experience or provide educational assistance over internal training offered by larger organisations with more significant resources. 

Employee benefits: Compensation and benefits often fail to appear in job ads and while you may want to hold your cards close to your chest, failing to include them is a mistake. Consider answering common questions, such as working hours and paid leave. Researching the average salary for the role in these early stages will ensure you don’t waste your interviewer’s and the candidate’s time.

Skill gaps: Your company may need to bring in new skills beyond those required to complete the key role and duties. Thinking on an organisational level can be beneficial when contemplating skills diversity.

Legal requirements: Ensure your job advert and description does not ask for inappropriate or discriminatory personal details, such as age, marital status, or religion.


Back To Top