Customer Service Executive

Requirements

• Experience in telephony-based customer service in a technical or telecoms environmentMust
• Excellent verbal and written communication skillsMust
• Strong attention to detailMust
• Solution-focused approach to problem-solvingMust
• Time management and ability to work to tight deadlinesMust
• Team collaboration and can-do attitudeMust
• Personal responsibility in delivering excellence (PRIDE)Must
• Availability for shift rotation including weekends and bank holidaysMust
• Working knowledge of in-house customer service systemsMust

What you'll do

• Serve customers via multiple communication channels (phone, email, live chat, social media)
• Manage personal workload and reduce repeat customer interactions
• Resolve customer queries promptly using in-house systems
• Troubleshoot technical issues over the phone with customers
• Book new customers for service installations
• Assist with billing inquiries and reconciliation
• Coordinate with network partners to complete customer requests
• Complete general admin tasks within customer operations

Keywords

About the role

Customer Service Executive Reporting to: Customer Service Manager Location: Remote Hours: Full Time - Monday to Sunday, 8am – 8pm, you’ll be working on a shift rotation (including weekends and bank holidays) About YouFibre We’re not just the average broadband provider. We are fast, fair and changing the category for the better. Ground-breaking speeds up to 8000 Mbps, no mid-contract price rises, great deals for everyone. We do the right thing for our customers. We're a passionate team, driving for progress and our culture reflects it. Key Responsibilities Here at YouFibre the customer is our main focus as we are on a mission to provide the best service and customer experience in the telecommunication world. We treat our customers with the utmost respect, and strongly believe that our customers should always be viewed as a person first and customer second. We don’t accept anything less than excellent! • Serving our customers via multiple channels of communication such as phone, email, live chat as well as social media platforms • Taking management of personal workload and being committed to Excellent Customer Service to reduce the number of repeat customer Interactions, increase the quality and resolution • To have working knowledge of our inhouse systems and ensure customers’ query is resolved promptly and they are given all necessary information and support (do it right the first time!) • Troubleshooting simple and at times more complex technical issues over the phone with the customer • Booking new customers for service installations • Assisting with billing inquiries and reconciliation • Working alongside our network partner to make sure that they have all relevant information to complete customers’ requests • Working on projects such as those assigned by the Customer Service Manager or Operations Manager • General admin tasks that fall within the remit of the customer operations department • Maximise personal skills, knowledge, and experience to positively impact on performance and assist in achieving the business goals • Don't be scared to share your ideas and feedback, as this is how we build a bigger, better, and stronger team • Our opening times are Monday to Sunday, 8am – 8pm, you’ll be working on a shift rotation (including weekends and bank holidays) Skills, Knowledge & Expertise • Great attention to detail and a desire to get the job done right • Experience in telephony based customer service within a technical or telecoms environment • Excellent communication skills both verbal and written • Solution focused • Well organised and an ability to work to tight deadlines • A team player with a can-do attitude • Believes and exhibits PRIDE (personal responsibility in delivering excellence) Originally posted on Himalayas