Customer Support Executive

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

As a Support Executive, you will be responsible for providing exceptional customer service and support to stakeholders across the business (Coaches, Apprentices and Clients). You will act as a liaison between our company and customers, addressing their questions, concerns and requests promptly and effectively. Your role is pivotal in ensuring a positive customer experience and fostering long-term customer relationships. You will be responsible for meeting and exceeding service expectations on both speed and quality of support requirements.

What you’ll do

1. Customer Assistance: Respond to customer inquiries channels promptly and professionally. Provide accurate information, troubleshoot issues and resolve customer concerns in a timely manner.

2. Product Knowledge: Develop and maintain in-depth knowledge of our products or services to assist customers effectively and provide recommendations when needed.

3. Problem Resolution: Identify and escalate complex issues to the appropriate department or supervisor for resolution. Troubleshoot by replicating the issue and/or knowledge bases to resolve working closely with our Tech team to resolve the issue at hand

4. Communication: Strong written skills to aid swift investigation and resolution of customer challenges,

5. Feedback Handling: Collect and document customer feedback, suggestions and complaints. Share this feedback with the relevant departments to improve products, services and processes.

6. Training and Self-Development: Stay updated on industry trends, product developments, and customer service best practices. Participate in ongoing training and skill development programs. Passionate about providing excellent customer service.

7. Team Collaboration: Collaborate with colleagues and team members to ensure a unified approach to customer support and problem-solving. Share knowledge and experiences to improve the overall customer support process.

8. Performance Metrics: Meet or exceed defined key performance indicators (KPIs) such as response time, resolution time, customer satisfaction ratings, and more.

About You

• 2-4 years of professional work experience in a customer support role and demonstrate a customer-oriented mindset.

• You have proficiency in intercom or similar support tool and have basic IT troubleshooting skills

• You have a proven track record of good time management and organisational skills to handle multiple customer inquiries simultaneously.

• You embody strong problem solving skills with resilience and determination to deliver results balanced with an empathetic mindset and patience when dealing with customers

• You have excellent verbal and written communication skills and are able to work effectively with people at all levels, in all departments both internally and externally.

• You ideally have experience using data to draft knowledge articles translating technical concepts into concise documentation

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.