Customer Service Executive

plan.com; Telford; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Regular staff incentives

Job summary

Plan.com is recruiting Customer Services Executives to join our fast-paced department in the UK. The role covers inbound and outbound calls, resolving queries, and maintaining SLAs and KPIs while delivering excellent service. Working hours are 9am–6pm, Monday to Friday.

We value clear communication, numerical ability and the flexibility to work independently or in a team. Prior customer service experience is required; Microsoft Excel proficiency is a plus.

Qualifications

• Minimum 1 year of customer service experience.
• Excellent communication skills.
• Ability to work independently and in a team.
• Strong numerical skills.
• Proficient with Microsoft Excel.

Responsibilities

• Handle inbound and outbound calls to our customers and resolve queries.
• Identify and resolve customer queries in a timely manner.
• Meet individual and department SLAs and KPIs.
• Escalate issues to the Customer Services Manager when needed.
• Deliver an exceptional level of service to customers.

Skills

Excellent communication

Team player

Numerical skills

Sense of urgency

Deadline oriented

Multitasking

Excel

Job description

Pay: Up to £26,436.84 per year

About the role:

Due to our rapid and accelerating growth, Telserve trading as Plan.com is looking to recruit Customer Services Executives to join our fast-paced department.

Working hours are 8 hour shifts patterns, covering the phones between 9am and 6pm Monday to Friday.

Responsibilities include, but are not limited to;

• Developing and using their customer services expertise to identify and resolve customer queries in a timely manner
• Handling inbound and outbound calls to our customers, responding to a diverse range of problems and requests
• Achieving individual, and contributing to department, SLAs and KPIs ensuring value added service to our customers
• Identifying risks and opportunities for improvement, delivering simple, effective ways to improve the service we offer to our customers
• Escalating issues where appropriate to the Customer Services Manager
• Ensuring that all customers experience an exceptional level of service

Key skills/attributes;

• Excellent communication skills on all levels
• Ability to work on own initiative as well as part of a team
• Sound numerical skills
• Sense of urgency and the ability to work in a fast-paced office environment
• Deadline focused with ability to prioritise tasks
• Flexible and multi-tasking ability to produce results
• Excellent knowledge of Microsoft Office, especially Microsoft Excel

What's in it for you?

• Being the Second Best Mid-Sized Company to Work For and the Number 1 Best Telecom's Company to Work For in 2021 is a glowing representation of what a great team we have here and the fantastic company culture we have built
• We have an excellent staff retention record and an upbeat, motivated workforce
• Competitive salary
• Regular staff incentives

• Experience: Customer service: 1 year (required)