WHAT DOES A CUSTOMER SUPPORT EXECUTIVE DO?

Published: September 18, 2024 - The Customer Support Executive manages customer interactions, from correspondence to complex inquiries, ensuring a seamless Order-to-cash process. Works closely with sales, development, and account teams to support clients across the Hospitality, Lifestyle, and eCommerce sectors, ensuring client satisfaction and ROI through meticulous reporting and quality delivery. Oversees office administration, from budget management to supplier relations, upholding high standards in all operational facets.

A Review of Professional Skills and Functions for Customer Support Executive

1. Customer Support Executive Duties

  • Appointment Management: Books/reschedules follow-up, repeat, referral appointments for patients.
  • Treatment Verification: Verifies the treatment done during the patient visit and calculates the co-payment, non-covered items, labs charges to generate invoices.
  • Payment Collection: Collects payment via cash or credit card and closes the daily collection reports.
  • Call Management: Manages inbound and outbound calls.
  • Needs Assessment: Identifies and assesses customers' needs to achieve satisfaction.
  • Record Keeping: Keeps records of customer interactions, processes customer accounts, and files documents.
  • Satisfaction Reporting: Compiles reports on overall customer satisfaction.
  • Policy Handling: Handles changes in policies or renewals.
  • Service Coordination: Works with C37 manager to ensure proper customer service is being delivered.
  • Data Entry: Enters the insurance card information in HIS using the right entry format for each card. Updates/reviews insurance information at each visit as per the current insurance status ensuring data is error-free.
  • Insurance Coordination: Coordinates regularly with insurance companies.
  • Patient Communication: Communicates with the patients on the updates or changes of insurance acceptance and co-payment share with non-covered payment policies.

2. Customer Support Executive Details

  • Documentation Verification: Check customer application documentation is correct for funding.
  • Contract Amendment: Amend customer contracts where required using the online system.
  • Underwriting Compliance: Ensure underwriting requirements are met.
  • Call Management: Handle inbound and outbound customer telephone calls to resolve queries and requests.
  • Relationship Development: Develop and maintain relationships with key stakeholders.
  • Function Evaluation: Continually evaluate the effectiveness of the function and seek to improve.
  • Compliance Adherence: Adhere to all compliance and regulatory controls including GDPR.
  • Support Oversight: Oversee daily customer support relating to operational matters.
  • Customer Interaction: Handle customer requests, questions, and complaints across a variety of support channels.
  • SLA Adherence: Adhere to response time SLAs.
  • Trend Tracking: Track customer query trends and remediate recurring issues.
  • Relationship Building: Build a sustainable and mutually beneficial relationship with customers and internal stakeholders (Sales, Product, Compliance).
  • Escalation Defense: Serve as the first line of defense for escalations.
  • Tool Management: Manage and own the Vitesse query tracking tool.

3. Customer Support Executive Responsibilities

  • SLA Adherence: Respond to customer queries in a timely manner in line with Raisin SLA’s, with a focus on most complex cases which have been escalated by first line of support.
  • Service Delivery: Be a key person in the delivery of the Raisin excellent service.
  • Product Expertise: Gain a detailed product knowledge in order to resolve customer queries and provide guidance.
  • Customer Satisfaction Management: Ensure customer matters are resolved to a satisfactory conclusion, proven through measured customer satisfaction.
  • Customer Service Excellence: Continue to offer excellent customer service.
  • Communication Skills: Give both written and verbal service to customers.
  • Data Control Adherence: Adhere to data control principles.
  • System Maintenance: Ensure IT systems are kept up to date.
  • Time Management: Manage time effectively, working across a range of queries and back-office administrative tasks.
  • Team Collaboration: Be a real team player and champion customers in everything do.
  • B2B Liaison: Liaise with B2B channels and service providers to resolve customer queries and technical issues.
  • Workforce Collaboration: Work collaboratively alongside a diverse workforce.
  • MI Distribution: Produce and distribute customer related MI.
  • Operational Support: Assisting other teams within operations with any ad hoc tasks.

4. Customer Support Executive Job Summary

  • Issue Ownership: Identify, categorize, reproduce, report, and take ownership of customer issues.
  • Timely Acknowledgment: Provide timely acknowledgment of issue(s).
  • Problem Resolution: Connect with customers to quickly get to the root of the problem.
  • Technical Guidance: Talk clients through or show a series of actions, either via phone, email, chat, or video until they’ve solved a technical issue.
  • Technical Diagnostics: Diagnose and resolve technical connection issues including account setup and network configuration.
  • Issue Logging: Transparently and clearly log or ticket issues that require further support and cannot be resolved promptly.
  • Expectation Management: Manage customer expectations and see problems through to resolution.
  • Customer Follow-Up: Follow up with customers to ensure problems are effectively resolved.
  • Pipeline Management: Manage the pipeline of issues.
  • Issue Documentation: Ensure all issues are properly logged.
  • Support Prioritization: Prioritize and process customer support requests submitted by telephone, email, live chat, or instant message.
  • Case Management: Manage multiple cases at one time.
  • Issue Escalation: Properly escalate unresolved issues to appropriate internal teams (e.g., Quality Assurance, Product Owners & Software Developers).
  • Support Infrastructure Improvement: Improve technical support infrastructure.
  • Knowledge Maintenance: Create and maintain internal knowledge libraries and contribute to the creation of user-facing content

5. Customer Support Executive Accountabilities

  • Support Desk Efficiency: Ensure all customer queries at the support desk are responded to in a timely, accurate, and efficient manner.
  • Account Setup: Ensure that customer access to the website is set up correctly once account and subscription details are active.
  • Trial Access Setup: Set up and amend trial access to Emerald’s products for new and existing customers.
  • Journal Access Management: Set up and amend journal access to Emerald’s products for the author community.
  • Product Knowledge Maintenance: Maintain an excellent working knowledge of Emerald’s electronic products/services, business models, and websites.
  • Customer Assistance: Assist customers with general website use, usage reports, profile creation, and site navigation.
  • Website Expertise: Subject matter expert for functional areas of the Emerald website including search, browse, library administration, e-commerce, customer access, and authentication.
  • Support Improvement Research: Investigate ways in which the department can improve customer support services by either amending current processes or implementing new ones.
  • Documentation Management: Ensure that help files are maintained in line with developments of the Emerald web platform.
  • Response Standardization: Help with the standardization of responses to customer queries to improve departmental efficiency and consistency.
  • Incident Management: Raise bugs, incidents, and change requests where appropriate, ensuring escalation procedures are adhered to.
  • Multichannel Support Management: Manage support over multiple channels - email, live chat, social etc.
  • Player Support: Offer delightful support to players and help them resolve issues.

6. Customer Support Executive Functions

  • Helpdesk Support: Contributing solutions to inbound queries from clients and customers, working on the Helpdesk to ensure these solutions are up to high quality customer and client service standards.
  • Operational Improvement: Committing yourself to improving all operations within the teams, including confirmation of work procedures.
  • Task Documentation: Document and observe tasks to ensure resolution in a punctual manner.
  • Customer Retention: Ensure that customers remain delighted with product and service and that customer retention and repeat purchase rates stay high and continue to grow.
  • Multichannel Communication: Work with a talented team as well as individually, via email, phone, live chat, and social media.
  • Feedback Coordination: Play a vital role in feeding back what the customers are saying to all areas of the business including operations, tech, brand & marketing.
  • Operational Responsibility: Take responsibility for some operational processes e.g., financial recording and order processing.
  • Inbound Management: Manage inbound calls, chats, and emails.
  • Data Management: Update customer information in the customer service database during and after each call.
  • Stakeholder Liaison: Act as a liaison between the delivery team, customers, and vendors.
  • Problem Solving: Engage in problem-solving and process improvement.
  • Resource Management: Develop strategies to ensure judicial usage of resources and timely delivery.
  • Customer Experience Enhancement: Proactively work on building process improvements to enhance customer experience.

7. Customer Support Executive Job Description

  • Data Gathering: Gather the data required to set the client and its employees up on admin portal.
  • Data Configuration: Configure data on portal both at the inception of the relationship and during each payroll period.
  • Portal Training: Train the client on use of the portal by providing product demos.
  • Client Contact: Serve as the client point of contact for payroll-related queries.
  • Data Accuracy: Ensure the accuracy of the data on portal (Atlassian, Jira, HubSpot, Admin Hastee, Xero).
  • Feedback Implementation: Learn from & implement any client feedback on onboarding process & relay this to relevant internal teams (e.g., product).
  • Customer Service Oversight: Oversee the customer service process.
  • Inquiry Response: Respond to support inquiries by in-app message, email, or phone.
  • Policy Documentation: Document policies and procedures to scale and automate customer service.
  • Support Material Creation: Create support materials including help articles, how-to guides, product documentation, and product videos.
  • Client Training: Conduct 1:1 trainings/webinars to onboard new clients to the platform.
  • Product Expertise: Possess excellent product knowledge to enhance customer support.
  • Department Collaboration: Collaborate with other departments to help resolve customer issues at the earliest and improve processes.

8. Customer Support Executive Overview

  • Inbound Communication: Receive inbound calls, live chats, and emails from both B2B and B2C customers.
  • Customer Support: Be proactive in ensuring that customer solutions are working flawlessly and assist clients with questions, requests, and various issues.
  • Professional Response: Answer client requests and notifications in a professional and courteous manner.
  • Feedback Management: Provide management with any feedback that is of importance to the company.
  • CRM Proficiency: Work via the company CRM tools, raise issues via issue tracking system and assign to appropriate team member.
  • Knowledge Base Maintenance: Maintain and improve the customer knowledge base and help in the documentation process.
  • Product Knowledge: Keep yourself up-to-date with the latest features ingame
  • Report Creation: Create and upload weekly delegate reports to external clients
  • Product Testing: Test and evaluate new releases / fixes
  • Technology Adaptation: Learn how to use database systems and technology to deliver great customer care

9. Customer Support Executive Details and Accountabilities

  • Prompt Call Response: Respond to calls promptly and within KPI of 20 seconds
  • Email Monitoring: Monitor several in-boxes and aim to respond to emails within one hour.
  • Email Forwarding: Forward emails to colleagues and stakeholders within the company, and manage responses.
  • Customer Satisfaction: Aim to achieve a score of 10 for customer satisfaction after a call or email.
  • Payment Collection: Ensure failed card payments are collected.
  • Invoice Management: Ensure all unpaid invoices are chased prior to an event.
  • Liaison: Liaise with the Credit Control Department to assist with invoices.
  • Event Site Building: Build event booking sites on Eventsforce to an agreed timing.
  • Invitation Issuance: Issue letters of invitation within 24 hours of request.
  • Form Completion: Accurately complete supplier request forms.
  • Team Collaboration: Work closely with the event operations team to inform them of any delegate requirements (e.g., disability adjustments/dietary).
  • Report Generation: Run ad hoc reports from event booking software to internal stakeholders and external clients.

10. Customer Support Executive Tasks

  • Correspondence Management: Dealing with correspondence, phone calls, and queries
  • Customer Service Coordination: Providing customer service and working with the customer service team
  • Order Management: Handling all orders from customers from Order to Cash
  • Sales Collaboration: Maintaining a close relationship with the sales team
  • Financial Administration: Managing budgets and bookkeeping (accounts payables, receivables)
  • Facilities Management: Managing office space and facilities, dealing with contracts with suppliers and insurance companies, health and safety policies, ordering stationery and furniture
  • Client Service Management: Working closely with Development and Account Management teams to service a wide range of clients across the Hospitality, Lifestyle & eCommerce sectors
  • Project Coordination: Managing client requests, briefing jobs internally, and ensuring the consistent delivery of quality work to Propeller's clients
  • Client Reporting: Working on regular reporting for clients, helping to demonstrate online success and ROI
  • Client Fulfillment: Owning the process of taking client requests, gaining any clarification required, and delivering completed work
  • Process Support: Providing support in the form of process documentation
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