Customer Support Executive

Permanent - Full time

Levein Group

About Us

At Levein Group, we’re driving digital innovation across UK’s most dynamic sectors – from healthcare and fintech to hospitality and tech startups, all from our vibrant hub in Colombo, Sri Lanka. Join our passionate team of technologists where your creativity and skills can transform multiple industries. We offer more than just a job – we provide an environment where innovation meets purpose, where your growth matters, and where your solutions impact leading UK businesses. Ready to work on diverse, cutting-edge projects? Explore opportunities at www.leveingroup.com/careers

Job Description

Summary of The Role

The Customer Support Executive plays a crucial role in maintaining and enhancing customer satisfaction and loyalty by providing high-quality service and support. They act as the primary point of contact for customers, addressing inquiries, resolving issues, and offering guidance on products and services. This position requires excellent communication skills, a customercentric attitude, and the ability to troubleshoot and resolve problems efficiently.

Role Responsibilities

Handle a high volume of inbound and outbound calls.
Handle customer queries and complaints received via Email, WhatsApp and telephone and general inquires.
Communicate with the team and follow the agreed business processes.
Work with a team of representatives offering customer support.
Has a good understanding of processes and can follow through and escalate when required.
Resolving customer complaints brought to your attention within an agreed timeline.
Can give constructive feedback on process improvement.
Conducting quality assurance surveys with customers and providing a summary of those to the customer care manager.
Willing to learn fast about the services offered to enhance customer support.
Maintaining a pleasant working relationship with your team.

Requirements

Essential Skills, Knowledge & Experience

Degree in Customer Service, Medical Administration or relevant field preferred (Optional).
Minimum 2 – 3 years’ experience in same or similar role.
Health Industry related experience is preferred working in hospitals.
Experience with CRM Systems: Proficiency in CRM platforms like HubSpot and Salesforce.
Roster Management: Capability to effectively manage team schedules to ensure comprehensive coverage.
Customer Service Excellence: Strong background in customer service, especially in handling complex issues and complaints.
Communication and Leadership: Excellent verbal and written communication skills, with proven leadership capabilities.
Analytical and Organizational Skills: Ability to analyze data for decisionmaking, prioritize tasks, and manage time effectively.
Healthcare Industry Knowledge: Understanding of healthcare systems and experience in a healthcare or customer-focused environment is highly desirable.

Personal Attributes

Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team.
Data driven, highly organized, and detailed oriented.
Able to deliver as efficiently as possible without compromising quality or the customer experience.
First class communicator with an ability to engage sales teams, operational teams and customer stakeholders up to a senior level with confidence.
Efficient in approach, developing optimized and simple working methods and processes with a keen eye for detail.
Continually improving, caring about quality, and delivering customer value.