Role Purpose

The Support CRM Executive is responsible for managing customer interactions, maintaining accurate customer records, and ensuring all enquiries are resolved efficiently through the company's CRM platform. The role acts as the link between customers and internal departments, ensuring requests are tracked, communicated and resolved within agreed service levels while delivering an exceptional customer experience.

The successful candidate will be highly organised, customer-focused and comfortable working with multiple systems in a fast-paced utilities environment.

Key Responsibilities

Customer Relationship Management

• Manage customer enquiries received via CRM, email, telephone and digital channels.

• Ensure every customer interaction is accurately recorded within the CRM system.

• Maintain complete and up-to-date customer records.

• Monitor customer cases from creation through to closure.

• Provide timely updates to customers throughout the lifecycle of their request.

• Escalate complex issues to the appropriate internal teams where required.

Case Management

• Log, categorise and prioritise customer requests.

• Monitor ticket queues to ensure SLA compliance.

• Follow up outstanding cases until full resolution.

• Identify recurring issues and recommend process improvements.

• Ensure all supporting documentation is attached to customer records.

Customer Support

• Respond professionally to customer enquiries relating to billing, accounts, portal access, meter readings, move in/out requests and general services.

• Liaise with Billing, Operations, Metering, Finance and Technical teams to resolve customer issues.

• Assist customers with navigating the customer portal and self-service functions.

• Deliver excellent customer service across all communication channels.

CRM Administration

• Maintain CRM data accuracy and integrity.

• Update customer profiles, account details and contact information.

• Assist with CRM testing, enhancements and new feature rollouts.

• Support data cleansing and quality assurance activities.

• Generate reports from the CRM when required.

Performance & Reporting

• Meet individual productivity and quality targets.

• Monitor assigned workloads and case ageing.

• Produce reports on ticket volumes, response times and resolution performance.

• Identify trends and recurring customer issues for management review.

Continuous Improvement

• Suggest improvements to customer journeys and internal processes.

• Contribute to knowledge base articles and standard operating procedures.

• Support new system implementations and process changes.

• Participate in training and knowledge-sharing sessions.

Requirements:

Required Skills & Experience

Essential

• Minimum 2 years' experience in customer service, CRM administration or customer support.

• Experience using CRM or ticketing platforms such as Zendesk, Zoho CRM, Salesforce, Freshdesk or similar.

• Excellent written and verbal English communication skills.

• Strong organisational and time management skills.

• High attention to detail.

• Ability to manage multiple priorities simultaneously.

• Strong problem-solving skills.

• Proficient in Microsoft Office, particularly Excel.

Desirable

• Experience within utilities, property management or facilities management.

• Experience supporting billing or customer accounts.

• Knowledge of SLAs and customer service KPIs.

• Experience working with customer portals.

Key Competencies

• Customer Focus

• Communication

• Problem Solving

• Attention to Detail

• Teamwork

• Accountability

• Organisation

• Adaptability

• Time Management

• • Continuous Improvement The Support CRM Executive consistently delivers excellent customer service by ensuring every enquiry is managed professionally, resolved efficiently and accurately recorded. They maintain high-quality CRM data, meet service level agreements, proactively communicate with customers and contribute to continuous improvements that enhance the overall customer experience.