Customer Support Generalist

As a Customer Support Generalist, you will deliver fast, reliable, and customer-first support across multiple channels, ensuring every interaction builds trust and adds value.
Customer Experience


* Own customer enquiries end-to-end, resolving issues with accountability and quality


* Deliver high first-contact resolution and reduce customer effort


* Manage inbound calls, chats, and cases efficiently with professionalism and empathy


* Maintain accurate case management and data quality in systems


* Tailor support based on customer needs and personas


* Contribute to continuous improvement initiatives that enhance the overall customer experience

Operational Excellence & Performance


* Manage high volumes of customer interactions while maintaining quality and productivity


* Adhere to schedules, workflows, and performance expectations


* Stay current with process updates, coaching feedback, and product knowledge


* Actively participate in 1:1s, team meetings, and development activities


* Take ownership of personal development and continuously build capabilities

Digital & Process Excellence


* Promote digital self-service tools to improve customer efficiency


* Maintain high standards of customer data accuracy


* Use knowledge bases and digital tools to drive resolution and efficiency


* Collaborate using modern workplace tools (e.g.

MS Teams, Office 365, AI tools)


* Support a digital-first and continuous improvement mindset

Commercial & Growth Contribution


* Identify opportunities to upsell, cross-sell, and add value during customer interactions


* Generate and qualify leads, collaborating with sales teams for conversion


* Build product knowledge to support customer decision-making


* Ensure pricing accuracy and minimise revenue leakage

Collaboration & Culture


* Work closely with internal teams (Sales, Logistics, Tech Support, Finance, etc.)


* Build strong, positive relationships with customers and stakeholders


* Contribute to a collaborative, inclusive, and high-performing team culture


* Share knowledge, provide support to peers, and embrace feedback

Compliance & Safety


* Follow company policies, governance, and ethical standards


* Comply with Health, Safety, and Environmental (HSE) requirements


* Promote a safe and responsible work environment

We are looking for a customer-focused, adaptable professional who thrives in a fast-paced environment.
Experience


* Experience in a customer-facing role in a fast-paced environment


* Proven experience supporting customers via calls, chats, and case management systems


* Comfortable using multiple digital tools, systems, and applications

Skills & Capabilities


* Strong sense of ownership with the ability to take initiative and deliver outcomes


* Excellent communication skills, with the ability to adapt to different customer types


* Ability to multitask...