Customer Services Executive (FTC)

As Customer Services Executive (FTC), you deliver exceptional, responsive customer service and ensure every interaction meets Global Switch service standards. You report to the Customer Services Manager (Site) and partner with the Customer Services Centre of Excellence to provide consistent, compliant support across all customer touchpoints. You coordinate service requests, support incident management, and deliver clear, timely customer communications in line with governance requirements. You help maintain service consistency, enable smooth infrastructure transitions, and drive continuous improvements that strengthen customer satisfaction and operational performance.

Key Responsibilities

• Deliver prompt, professional, and high-quality support to customers on-site, ensuring every interaction reflects Global Switch’s service excellence and operational standards.
• Adhere strictly to established customer service procedures and Centre of Excellence guidelines to guarantee consistency, reliability, and compliance across all engagements.
• Facilitate seamless customer onboarding and service transitions by coordinating service requests, validating technical requirements, and ensuring accurate capture of customer specifications.
• Adopt a proactive approach to customer support throughout the entire lifecycle, anticipating needs and addressing potential issues before they escalate.
• Collaborate closely with internal teams including operations, engineering, and service desk to ensure smooth delivery of services and timely infrastructure handovers.
• Serve as the primary on-site point of contact for customers when the Service Desk cannot resolve queries or incidents, ensuring timely resolution and transparent communication of progress.
• Take ownership of customer interactions from initial contact through resolution, maintaining continuity and reinforcing trust in Global Switch’s service commitment.
• Escalate complex technical or operational issues to appropriate internal teams while remaining accountable for customer satisfaction.
• Assist in preparing and distributing service updates, incident notifications, and customer briefings in alignment with compliance, governance, and regulatory standards.

About You

You’re a customer‑focused professional who takes pride in delivering responsive, high‑quality service in fast‑paced, operational environments. With a strong sense of ownership and attention to detail, you ensure every customer interaction is handled professionally, consistently, and in line with governance and service standards. You’re confident coordinating service requests, supporting incident resolution, and communicating clearly with customers to manage expectations and build trust. Naturally collaborative, you work closely with operations, engineering, and service desk teams to enable smooth onboarding, service transitions, and infrastructure handovers. You’re proactive in anticipating customer needs, comfortable escalating complex issues when required, and committed to seeing matters through to resolution. Driven by continuous improvement, you look for ways to enhance service workflows, leverage data and technology, and strengthen the overall customer experience, always reinforcing Global Switch’s reputation for service excellence.

Key Requirements

• Proven ability to deliver professional, customer‑focused support in high‑pressure, fast‑paced environments, ensuring service excellence, operational continuity, and strict SLA compliance.
• Skilled in managing end‑to‑end service requests and escalations, applying structured problem‑solving techniques to resolve complex issues quickly and minimise customer impact.
• Experienced in preparing and updating service documentation, including process workflows, escalation matrices, and compliance checklists, to support operational readiness.
• Proficient in leveraging service management platforms (e.g., ticketing systems, workflow automation tools) for efficient incident tracking, reporting, and performance management.
• Capable of interpreting service data and operational metrics to identify trends, assess performance against KPIs, and support strategic decision‑making.
• Actively contribute to service enhancements by providing constructive feedback, leveraging digital tools, and identifying opportunities for automation and workflow optimisation.
• Prepare and deliver concise reports and presentations to support decision‑making and strengthen engagement during complex service interactions.

As an equal‑opportunity employer, Global Switch is committed to providing a working culture that values diversity and inclusion and is committed to making reasonable adjustments to provide a barrier‑free recruitment process and working environment.