Customer Support Executive

TL;DR

Customer Support Executive: Managing listener interactions across radio and digital platforms with an accent on high-volume query resolution and process improvement. Focus on delivering empathetic, professional support via email, chat, and phone while collaborating with internal teams to enhance customer satisfaction.

Location: Hybrid working from our London office

Company

A leading European media business operating across print, audio, and digital platforms, reaching millions of people with diverse content and entertainment services.

What you will do

• Provide frontline support to listeners via email, live chat, and phone.
• Resolve customer issues efficiently while managing high volumes of requests.
• Create and manage support tickets using JIRA.
• Identify recurring issues or trends and escalate them appropriately.
• Collaborate with content, product, and operations teams to resolve complex queries.
• Contribute ideas to improve workflows and the overall customer experience.

Requirements

• Must be based in or able to commute to the London office for hybrid work.
• Proven experience in a customer service or customer-facing role.
• Strong communication skills with an empathetic and professional approach.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and effective problem-solving skills.
• Positive attitude and willingness to contribute to a collaborative team culture.

Nice to have

• Experience using helpdesk or ticketing systems like Zendesk, Freshdesk, or Intercom.
• Experience working with customer satisfaction metrics or KPIs.

Culture & Benefits

• 28 days of holiday plus bank holidays and 2 volunteer days.
• Access to internal training via the Bauer Academy.
• Enhanced maternity, adoption, paternity, and shared parental leave pay.
• Flexible working opportunities.
• Inclusive and equal opportunity work environment.