Customer Services Executive – PSM/16274

Thomas Cook; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking empathetic problem solvers to join their Customer Operations team in Manchester. This role focuses on delivering exceptional customer service, addressing inquiries, and proactively enhancing customer satisfaction. You'll be the first point of contact for customers, helping them navigate their concerns and feedback. With a commitment to understanding customer needs, you'll work collaboratively to improve processes and support vulnerable customers. If you are adaptable, a great listener, and passionate about customer service, this is an exciting opportunity to make a real impact in a dynamic environment.

Qualifications

• Strong commitment to customer service and problem-solving skills.
• Ability to communicate effectively across various channels.

Responsibilities

• Provide outstanding customer support through various communication mediums.
• Identify and support customers in vulnerable situations.

Skills

Customer Service

Problem Solving

Multi-channel Communication

Empathy

Adaptability

Job description

Our client is an independently funded and fully regulated finance company specialising in offering financing alternatives for online retailers and their shoppers.

Job Description:

We’re looking for detail-oriented, empathetic problem solvers to join our Customer Operations team in our Manchester office.

You’ll be the first point of contact for our customers who have questions, problems, feedback and compliments! We want to delight our customers in any way possible. It could be something small or something big, as long as the customer is always the number one focus.

What you will do…

1. Providing the best customer support by talking directly and honestly with our customers and developing a deep understanding of what our customers really want from us.
2. Communicating with our customers through a variety of different mediums, based on our customer’s needs; whether that be through email, calls or live chat.
3. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier.
4. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them.
5. Working closely with our internal team to act as the first line of defence to help spot and investigate trends.
6. Dealing with tricky payment-related queries; investigating missing payments and Direct Debits.
7. Understanding, prioritising and escalating our customers’ feedback. Plus, being the first port of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns.
8. Supporting other members in the customer support team by being a point of escalation for other CSAs and mentoring new joiners. Plus making sure the rest of the company stays customer-focused.
9. After you’re fully comfortable helping our customers, you’ll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team.

You should apply if:

1. Care deeply about customer service
2. Are adaptable to change
3. Have the right to work in the UK
4. Are a great listener
5. Have multi-channel experience (phone, email, live chat)

Additional Info:

You’ll be working from our city center Manchester office Monday to Saturday on a weekly rota basis starting no earlier than 8am and finishing no later than 8pm (10am – 4pm on Sat).