Customer Support Executive

About the Role

Zouma is looking for a Customer Support Executive to join our team for a UK customer support process. The role involves handling customer queries, providing timely resolutions, coordinating with internal teams, and ensuring a high standard of customer service.

The ideal candidate should have excellent English communication skills, a customer-focused approach, strong problem-solving abilities, and the ability to work effectively in a fast-paced international environment.

Key Responsibilities

• Handle customer queries through calls, emails, and other communication channels.

• Communicate professionally with UK customers and understand their requirements and concerns.

• Provide accurate information and timely resolutions to customer queries.

• Handle customer complaints professionally and ensure appropriate resolution.

• Coordinate with internal teams and relevant stakeholders to resolve customer issues.

• Follow up on pending queries and ensure timely closure within defined turnaround times.

• Maintain accurate records of customer interactions, queries, complaints, and resolutions in the relevant system.

• Escalate complex or unresolved issues to the appropriate team or manager.

• Ensure a positive customer experience throughout the interaction.

• Follow company processes, service standards, and compliance requirements.

• Meet defined performance parameters such as customer satisfaction, quality, productivity, response time, and resolution time.

• Maintain proper documentation and ensure timely updates in CRM or other internal systems.

Requirements

• Graduate in any discipline preferred.

• 1–3 years of experience in customer support, customer service, BPO, international voice/non-voice process, or a similar role.

• Excellent verbal and written English communication skills.

• Prior experience handling UK/international customers will be an advantage.

• Strong customer-handling and interpersonal skills.

• Good listening and problem-solving abilities.

• Ability to handle customer complaints and challenging situations professionally.

• Basic knowledge of MS Office and computer applications.

• Comfortable working in UK shifts.

• Ability to multitask and manage multiple customer queries simultaneously.

• Strong attention to detail and follow-up skills.

Key Skills

• Excellent English communication

• Customer service orientation

• Active listening

• Problem-solving

• Complaint handling

• Professional telephone and email etiquette

• Time management

• Attention to detail

• Team collaboration

• Ability to work under pressure

Key Performance Indicators (KPIs)

The selected candidate will be expected to meet defined individual and team targets, including:

• Customer Satisfaction (CSAT)

• Call/email quality

• Response and resolution time

• Query resolution rate

• Productivity

• Process adherence

• Attendance and punctuality

What We Offer

• Opportunity to work with UK customers

• Exposure to an international customer service environment

• Professional learning and development opportunities

• Career growth opportunities

• Supportive and collaborative work culture

Ideal Candidate

We are looking for a confident, customer-focused, and proactive professional with strong English communication skills and the ability to handle customer queries effectively. The candidate should be comfortable working in UK shifts and have a strong commitment to delivering an excellent customer experience.