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Customer Support Executive

Salary: £23,000-£25,000

Location: Fully remote

WeThrive strive to deliver solutions for our customers that combine listening and learning to evolve their people into a valued, productive and empowered workforce. We run employee engagement surveys and are looking for a customer service executive to help us provide excellent customer service.

Position Overview

This role will provide excellent customer service to our many clients and partners, enabling them to navigate their way around our employee engagement platform.

We are often required to assist with interpreting and analysing surveys to assist our partners and clients to get the very best data from each survey, and as such you are required to be tech-savvy, with a good understanding of Excel and PowerPoint.

Our approachable customer support team are always on hand to assist our customers as and when needed.

Essential main job functions and day-to-day activities:

• Set up surveys; update employee data, check for email bounces and personalise email templates and custom questions
• Onboarding new clients; updating out systems, setting up accounts and provide guidance for first surveys.
• Reviewing results with clients; create board packs, creation of graphs and heatmaps and word clouds to clearly present data, benchmarking data and providing commentary on highest score & where to focus.
• Manager training sessions to help clients understand how to interpret their data.
• Pro-active contact with clients following surveys and across periods where they are less active.
• Help sales through trial surveys and pro-active contacting clients who are not active to send surveys and assist with queries.
• General support and answer any questions that our clients or partners may have.
• Help onboard our partners and provide training session to help them get familiar with the system
• Contact clients for renewals and identify upselling opportunities with existing clients

Experience/qualifications required:

• 
  Tech-savvy – with an aptitude for learning how to use software and eventually demo how to use it with customers & partners
• Be confident and articulate when speaking to customers, or liaising over email
• Able to work with data and use Excel formulas and also use Excel graphs etc to create presentations using PowerPoint.
• Be analytical and use initiative to problem solve within the software to find out why things are not working.
• Organised and able to work to short deadlines, often at pace, with a good positive attitude
• Adapt to customer changing needs, positively with good grace
• An interest or a qualification in Psychology is desirable but not essential

No agents, please.

Please note, HRCentral Ltd will be managing this role. They provide outsourced HR and recruitment services, acting as an in-house Human Resources department.