Customer Service Executive (Wembley Area)

Shift; London; On-site; GBP 26,000 - 30,000; Full time

Job summary

Join a dynamic team at a rapidly expanding logistics marketplace, where you will play a vital role in enhancing customer experience. As a Customer Service Executive, you will address customer queries and contribute to long-term improvements in service delivery. This position offers the chance to work in a collaborative environment focused on innovative solutions. With a commitment to personal growth and development, you will have the opportunity to make a significant impact on the business's success. If you are passionate about problem-solving and thrive in a fast-paced setting, this is the perfect opportunity for you.

Benefits

33 days annual leave

Enhanced maternity and paternity pay

Collaborative working environment

Focus on personal growth and development

Direct impact on business growth

Qualifications

• Strong verbal and written communication skills are essential.
• Proven track record of problem-solving with a proactive mindset.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Handle and resolve customer queries via email and phone.
• Analyse customer feedback to recommend strategies for improvement.
• Collaborate with teams to address root causes of issues.

Skills

Customer Service

Problem Solving

Communication Skills

Organizational Skills

Analytical Skills

Time Management

Ability to Work Under Pressure

Logistics Familiarity

Job description

Customer Service Executive

London

Full time - any 5 out of 7 days

£26,000 to £30,000 per annum

About Shift

Shift is a rapidly expanding marketplace that’s transforming the logistics industry. We’re on a mission to revolutionise how goods move from point A to point B, leveraging innovative technology to deliver smarter, faster, and more efficient delivery solutions. Trusted by some of the most well-known brands, Shift powers cutting-edge logistics that enhance convenience and flexibility for all users.

At Shift, you’ll join a dynamic, forward-thinking team committed to redefining logistics and unlocking new opportunities in an ever-evolving market.

Overview of the role as a Customer Service Executive:

This is an exciting opportunity to play a vital role in enhancing our customer experience. As a Customer Service Executive, you'll not only help solve immediate issues but also contribute to shaping long-term improvements. If you're passionate about problem-solving and thrive in a collaborative environment, we’d love to hear from you!

Responsibilities as a Customer Service Executive:

• Handle and resolve customer queries through email and phone, ensuring a positive customer experience at all touchpoints.
• Investigate and solve problems effectively, focusing on delivering quick and satisfactory resolutions for customers.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.
• Analyse customer feedback and service trends to identify patterns, recommending strategies to reduce repetitive issues.
• Develop and implement contact avoidance and reduction techniques to streamline customer service processes.
• Collaborate with internal teams to address root causes of recurring problems and ensure long-term solutions.
• Act as a dedicated point of contact for customers using our delivery services, ensuring high standards of satisfaction.
• Address real-time queries and challenges as they arise, all while adhering to internal and external time bound SLAs.

To be successful as a Customer Service Executive, we are looking for the following attributes and experience:

• Ability to handle customer queries with professionalism and clarity.
• Strong verbal and written communication skills to effectively convey information and ideas.
• Proven track record of strong problem solving with a proactive mindset.
• Excellent organisational and time management skills to meet targets and deadlines.
• Ability to remain calm under pressure, with a strong desire for personal development and continuous learning.
• Strong analytical skills to identify trends and develop actionable insights for process improvement.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiarity with delivery services or logistics is a plus but not essential.

Why join Shift?

• Plenty of benefits such as 33 days annual leave (FTE) and enhanced MAT and PAT pay
• At Shift, we’re all about personal growth, development, and creating opportunities
• Collaborative working environment, working within cross functional teams across the business group
• We are focused on finding solutions for our customers, drivers and partners through the use of technology
• Ambitious, flexible and challenging culture
• You will have a direct impact on the growth of the business – we will always need and want you to bring ideas to the table!

If you have the drive and determination to make an impact on a growing business, apply now!