Customer Support Executive FTC

At IGD,we’reproud to be a Great Place to Work, where our people are empowered to grow, inspired to lead and ready to make a difference. At the heart of that experience is how we attract, welcome, and support new colleagues to join us.

That’swhere you come in.

We’relooking for aCustomer Support Executive who willbe responsible forassistingcustomers with inquiries, resolving complaints, processing sales orders, managing subscriptions, and ensuring the CRM database is keptup to datewithaccurate customer information. The ideal candidate is detail-oriented, organised, and capable of handling multiple tasks while providing exceptional service and support to our customers and client success team.

• Customer Support:
  
  Respond to customer inquiries via phone, email, andour
  
  AskIGDserviceina timelyand professional manner.
• Sales Order Processing:
  
  Process customer orders accurately and efficiently, ensuring correct product,serviceandbilling details.
• Subscription Management:
  
  Oversee subscription services by onboarding new users, resolving any issues, andfacilitatingthe setup of web subscriptions, ensuring a smooth and efficient experience for customers.
• CRM Management:
  
  Maintain and update the CRM database withaccuratecustomer information.
• Issue Resolution:
  
  Resolve customer complaints and issues quickly and effectively, ensuring a positive outcome andmaintainingcustomer loyalty.
• Product Knowledge:
  
  Continuously stay updated on product,services, and industry trends to provide customers with the best support.
• Collaboration:
  
  Work closely with theclient success,Insightandmarketing teams to ensure seamless customer experience, drivinghigh levelsof customer satisfaction.
• Account Management:
  
  Manage a select group of accounts, supported by an account-based marketing program, to ensure tailored service andoptimizeclient relationships.
• Follow-up:
  
  Ensure follow-up with customers to guarantee their issues are resolved, subscriptions are properly managed, and they are satisfied with their overall experience.
• Feedback:
  
  Provide insights to management on customer feedback and areas for process improvements.

• Previous experience in customer service, sales order processing, or subscription management is preferred.
• A degree qualification isdesiredbut not essential
• Experience using CRM software or customer management tools.
• Strong verbal and written communication skills.
• Ability to work efficiently in a fast-paced environment, managing multiple priorities.
• Detail-oriented with a strong ability tomaintainaccuracy when processing orders and updating databases.
• Proactive and self-motivated with a focus on customer satisfaction.
• Ability to handle difficult customer situations with professionalism and empathy.
• Basic computer skills, includingproficiencywith Microsoft Office and CRM tools.

We offer a range of benefits, including a market leading pension, a bonus scheme, the ability to buy and sell annual leave plus a generous medical insurance package. You will have a great work-life balance, where you are empowered & trusted to manage your time.

We areoperatinga hybrid approach to working with a mix of home and office-based working. We are based in a very accessible location within the M25, just 20 miles from Central London.

We’rehungry for better

We solve it together

We make it happen

We say what needs to be said

We’relooking for inspiring professionals; talented people whoseekpersonal and career growth and are ambitious to develop their potential and unlock opportunities for society, for ourclientsand themselves.

Weseekand attract thevery best people and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. We welcome applications from diverse candidates.

Pleasediscuss any adjustments that you mayrequirethroughout theselectionand assessment process.

We are a strategicinsight foresight and learning organisation. Here to unite the industry and benefit society. We invest all our profit into Social Impact.

We foster collaboration through a broad range of forums, bringing together businesses, policymakers, and thought leaders. Byprovidingevidence-based insights, credible research, and strategic foresight, we help organisations make informed decisions thatbenefittheir operationsandcontribute to the collective good of society.