
Customer Care Executive-UK
1 week ago
Role & responsibilities
Customer Support Agent: UK Shift
Time - 09:00 17:00 BST
Coverage window - 13:30 – 21:30 IST
Location: Remote from India
Working days : 6 days on / 1 weekday rota off
Responsibilities:
Customer-Support Agent (Remote)
Reports to: Company Admin
Experience: 3 year email / ticket support for a SaaS / marketplace
Mission
Deliver Amazon-grade, first-class support to ElevateGolf users across email (Zoho Desk), social DMs, and Trustpilot, leveraging AI drafting (ChatGPT) but always human-proof-read.
Core Responsibilities
Email / Ticket Handling (Zoho Desk)
- Verify Sellers and approve / dispute transactions via custom CMS.
- Investigate payments, refunds, and services disputes; escalate per SOP.
- Draft replies with ChatGPT, refine for voice, clarity, GDPR compliance.
Outbound-Campaign & Biz-Dev Replies
- Respond to any email generated by Zoho MarketingAutomation; onboarding, win-back, feature education, or business-development outreach.
Social-Media Care
- Monitor DMs / comments, hide or remove spam, escalate abuse, surface product feedback.
Trustpilot Management
- Reply to all reviews within SLA; raise disputes or fraud flags; surface monthly sentiment trends.
Knowledge-Base Upkeep
- Propose new macros / Articles / FAQ entries when recurring issues appear.
Daily Handover & QA
- Record unresolved cases and shift notes; tag any borderline-policy cases for weekly lead review.
Performance Indicators (Amazon-Comparable)
First-Response Time: 1hour (within staffed hours)
Resolution SLA: 12hours for Tier-1; 24hours for escalations
CSAT: 95% thumbs-up / 4.7 avg
Trustpilot Reply Rate: 100% within 24h
Skills & Tools
Fluent written English; able to adapt tone per brand guide.
Ticketing suites (Zoho Desk / Zendesk / Freshdesk).
Comfortable with AI copy-assist and translation plug-ins.
Detail-oriented navigating a custom CMS (granular permissions).
Preferred candidate profile
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