customer relations London, England
Job description
Customer Support Executive
Full time, Hybrid (South London)
Explori is a fast-growing business that offers our enterprise measurement platform as well as managed services to event organisers. We are proud to have earned a reputation for building strong, long-term relationships, delivering real strategic value and we are passionate about driving client satisfaction. Our retention rates are above 160% and our ongoing customer feedback tracks at +90 NPS.
We are looking for someone to respond to enquiries via email, live chat and phone, with the opportunity to develop into a variety of roles moving forwards. Reporting to the Head of Operations and Customer Success, this role sits as part of Explori’s Operations team and will support our customers as well as internal users of the Explori platform.
We are also looking for someone who will continue to grow our business with us in-line with our core values such as “do the right thing” and “acts like a business owner”. And like every member of our team, you will need to be curious, resilient and kind.
Responsibilities include:
- Ensuring that enquiries are resolved in a timely manner and that users are satisfied with the service that is received.
- Diagnose and resolve technical issues reported by customers, collaborating with technical team and escalate complex problems when necessary.
- Be an active part of the Operations team, making suggestions to how processes can be improved or adapted to suit different client needs.
- Actively promote the value of best market research practice.
- Promote new product features to further meet client requirements.
- Actively participate in Customer Success team meetings, providing feedback on client relationships and how these could be improved.
We are offering:
- The opportunity to play a critical role in a fast-growing tech company at an exciting time.
- The opportunity to develop your existing skills and learn additional skills.
- Flexible working arrangements to allow you to balance the needs of your role with your own personal working preferences, including 10am – 4pm core working hours and blended working between home and our office in South London.
- Enhanced holiday benefits and pension scheme.
- The chance to share in this potential with share earning opportunities.
- Lots of opportunities to socialise, including annual Summer and Christmas parties and team socials.
- East Croydon office location (with a pool table, drinks fridge and good coffee!) with fast frequent services from London Bridge, Victoria and Surrey
Whatever your circumstances or background, we are committed to being a welcoming company for all. If you need support in participating in an interview with us or think there are ways we can better support you to become a member of the Explori team, just let us know.
About us: Explori is the leading enterprise research platform for the exhibitions and events industry. Our clients are exhibitions, conferences and corporate events teams all over the world and we support them by giving them access to expert-quality audience research, analysis and customer journey tracking tools. Our unique business model has enabled us to develop the largest set of event performance benchmarking data, with millions of feedback surveys conducted from thousands of events around the world.
We are headquartered in South London UK with offices and partners in Dubai and New York.
Job Type: Full-time
Salary: From £28,000.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Employee stock ownership plan
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free flu jabs
- Free parking
- Gym membership
- On-site parking
- Profit sharing
- Sick pay
- Transport links
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Education:
- A-Level or equivalent (preferred)
Licence/Certification:
- right to work in the UK? (required)
Work Location: In person
Reference ID: Customer Support Executive
