Customer Support Executive

Role overview

Handle customer contacts for an international client account across voice, email and chat — resolving issues to a documented standard and escalating cleanly when you cannot.

Responsibilities

• Respond to customer contacts within the agreed response times
• Resolve issues using the account knowledge base, and flag gaps in it
• Log every contact accurately in the client’s systems
• Escalate to a team lead using the defined escalation path
• Take part in weekly quality reviews and coaching sessions
• Suggest improvements when you spot a recurring customer problem

Requirements

• Strong written and spoken English
• Clear, calm communication under pressure
• Comfortable working in multiple software systems at once
• Willing to work a shift pattern that covers international business hours
• Bachelor’s degree, or equivalent practical experience

Preferred skills

• Previous customer support or contact centre experience
• Experience with a help desk or CRM platform
• Technical troubleshooting aptitude

What we offer

Every benefit listed on a Novatek job posting is one that genuinely applies to the role. Nothing aspirational, nothing borrowed from another company's careers page.

• Structured onboarding with an assessment at the end — you go live when you are ready.
• Weekly coaching from a manager whose job includes your development.
• Written progression criteria, so you know what the next role requires.
• International client exposure that genuinely builds your CV.

Recruitment process

1. Application

   A short form and your CV. No account to create.

2. Screening conversation

   A short call about your experience and what you are looking for.

3. Role assessment

   A practical, role-relevant assessment — written, spoken or technical.

4. Interview

   With the hiring manager, covering the role in detail including the shift pattern.

5. Offer

   A written offer with everything discussed, before you are asked to decide.