Feefo helps both consumers and businesses make the right decisions. 

Founded in 2010, Feefo works with 5,000+ clients worldwide to collect reliable and constructive reviews they can learn from and display. We provide invite-only, verified customer feedback, so consumers can learn how people like them feel about different products and services. And companies can truly discover what they’re doing right, and where they can improve. This allows Feefo’s clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time.

We’re a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo’s bespoke artificial intelligence, smart profiling, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too.

We are proud to work with companies, large and small, from household names to local heroes.

To learn more visit: (url removed), LinkedIn, and Twitter

About the role – Graduate Customer Support Executive

Reporting to Customer Support Team Lead, the Graduate Customer Support Executive will be Responsible for reactively engaging with Feefo customers to help them with day-to-day queries, ensuring issues are resolved quickly and effectively, by providing excellent first-line product support and customer service.

Responsibilities:

• Provide first-line support to all of Feefo's customers. 
• Troubleshoot and resolve queries in line with agreed SLAs and KPI's 
• In collaboration with other members of the Support team, ensure the support tickets raised by customers are monitored and actioned accordingly  
• Identify issues and engage with the second-line technical support team, where necessary, to escalate bugs, solve problems, or obtain missing information 
• Update CRM, providing visibility to other teams of contact with customers, queries raised, and action taken  
• Liaise with customers via phone, email and Live-chat and ticketing system 
• Develop in-depth knowledge of our solution and product  
• Dealing with and resolving customer complaints, escalating where appropriate 
• Updating and maintaining client records on our CRM (Microsoft Dynamics 365) 
• Ensuring client use of the Feefo platform is compliant in line with contractual terms 
• Ad-hoc reporting tasks at client-level 
• Ad-hoc tasks as required to support business or client need (such as data cleansing) 
• Any other tasks or projects as business needs require 

Requirements

• Have a strong technical background; basic knowledge of databases, APIs and web technologies (HTML, PHP, JAVA) are strongly desired
• Take a logical and organised approach to problem solving, asking appropriate questions to facilitate the collection of information required
• Understand software development lifecycles
• Are a team-player who is able to work unsupervised
• Are proactive, keen to take on responsibility
• Are articulate and possess excellent communication skills
• Ability to work quickly to resolve technical issues with minimal oversight
• Keen problem-solver who is prepared to throw themselves into trying to solve any issue for our clients
• Methodical worker, who is able to prioritise work and juggle multiple different tasks and contact channels
• Friendly, approachable and willing to learn and accept feedback
• Are hungry to be in a challenging environment in a fast growing tech company

Benefits

Hybrid Working & Offices

• Feefo offers a hybrid working pattern
• We have a fully serviced office in London, in addition The Farm in Petersfield – an idyllic Barn location
• We also have a small office in Melbourne, with a growing team in Boston
• Lots of breakout space and common areas
• A pool table tournament & footie team

Perks

• As well as a comprehensive benefits offering, there’s a whole suite of perks you can choose from on our benefits platform including health (e.g. free flu jabs and eye tests), wellbeing, childcare and lifestyle options
• Be a part of one of working groups including charities, CSR, wellbeing & mental health, socials and shape our programmes
• You’ll be working in a global, scale-up environment with a commitment and focus on celebrating our diverse and inclusive environment
• Lots of room for career enhancement, development and progression
• A committed and expert senior leadership team driving the growth of Feefo with new products and tech as force for good 
• Be a part of a 100% privately owned company – owned by Vespa Capital

Our Values & Culture

• Integrity in all that we do
• We take ownership and hold ourselves accountable
• Trust - it’s everything. When we hire you, we’re saying we trust you
• We’re environmentally responsible and a positive contributor to society
• We’re experts in our field 
• We have fun
• We embrace diversity 
• We celebrate being different, creative and innovative