skip to Main Content

Customer Support Executive Job Description

What does a Customer Support Executive do?

A Customer Support Executive may work for a retail or sales business or in a Customer Support Centre. Customer Support Executive responsibilities include developing customer service policies, leading a team, overseeing quality control, and training Customer Support Staff. Customer Support Executives usually report to the Customer Support Director.

Our Customer Support Executive job description includes the Customer Support Executive responsibilities, duties, skills, education, qualifications, and experience.

Customer Support Executive Example


Our Job Advertising Packages

Choose the best package, edit the advert and post your job!

 StarterPremiumCorporateNationalBrandedResourcer
Reed
Indeed Sponsored
Monster
Google Jobs
Glassdoor
LinkedIn Jobs
Totaljobs
Jobsite
Guardian Jobs
CV-Library
Industry boards
CV Targeting*
many more
£99£199£329£349£399£599
Job Advert Package + Flat Fee Recruitment Services
CV Filtering
Video Interviewing
Interview Scheduling
£799£799£929£949£999£1199

If you need an example job description for a Customer Support Executive download the one below, alternatively we have many other Customer Services job description samples and a job description library with over 3000 job descriptions templates that you can download for free.

What does a Customer Support Executive do?

Also known as a customer service executive, customer support executives manage a team of customer support representatives and maintain customer satisfaction. They ensure that the team is adequately trained to promote excellent customer service.

Customer Support Executive Role

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 Duties

  • 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.

Customer Support Executive Qualifications

The education and qualifications of an outstanding Customer Support Executive or Customer Service Executive might include the following:

  • A Higher National Diploma or Bachelor’s Degree in Business Management, Business Administration, Retail Management, Financial Services, or Tourism and Hospitality
  • Two A Levels
  • Four GCSEs/High School Diploma

Customer Support Executive Desired Experience

The relevant experience of a Customer Support Executive might include working in roles such as Customer Support Supervisor or Customer Services Team Leader, where the candidate could develop their leadership, administration, communication, and customer service skills.

Customer Support Executive Training

Possible training of an excellent Customer Support Executive candidate might include:

  • Customer Service Specialist Advanced Apprenticeship
  • Level 2 Diploma in Customer Services
  • Level 3 Diploma in Customer Services
  • Chartered Management Institute Qualifications
  • The Institute of Customer Service Qualifications
  • Institute of Leadership and Management Qualifications

How to write a Customer Support Executive Job Advert

Use our job advert template to write a job advert for posting on job sites and job boards. Our job advertising templates are carefully created to help you reach your audience and beat the competition to the best talent.

A job description informs the reader about a job, whereas a job advert’s main objective is to sell the job opportunity to attract as many suitable applicants possible. A job advert maybe the first touch-point a candidate has with your company so it is important to create a great impression.

Job Advertisements should enticing, so considering using short, exciting language which get the reader’s attention.

How to write a Customer Support Executive Job Description

To write a job description, we recommend starting with a job description template from our job description library, which contains examples for 800+ positions and professions. Our job description examples include a job summary with duties and responsibilities and skills and requirements, which can be personalised for your job vacancy.

Job Description Advice - Guidance on How to Personalise a Customer Support Executive Job Specification

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.

Job Description Tips - Help on formatting a Customer Support Executive Job Specification

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.

How to Hire a Customer Support Executive

Once you have selected your Job Description download it or convert it to a Job Advert. From here you can post/advertise your job across our network of job boards. If you wish to use the job description for a CV Template click through for advice and Convert to a CV

Back To Top