Mobile Customer Service Executive: Delight & Resolve

Focus Group; Birmingham; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Birthday leave

25 days’ holiday + holiday trading

Discounts (retail & gym)

Employee Assistance Programme

Recognition rewards

Overseas trips

Job summary

Focus Group is seeking a Customer Service Executive to join our Mobile team in Shoreham-by-Sea, with the role based in Birmingham. You will be a key contact for our Mobile customers, delivering outstanding service from first contact to resolution.

You’ll handle queries by phone, email and in person, resolve billing and technical issues, manage complaints and strive for one-call resolution while building lasting relationships.

Qualifications

• Experience in customer service
• Experience handling complaints, billing or technical queries is a bonus
• CRM experience and MS Office knowledge beneficial

Responsibilities

• Handle queries across phone, email and face-to-face
• Resolve billing, technical and service queries
• Manage complaints and find solutions that leave customers heard and valued
• Aim for one call resolution and take ownership of issues
• Build strong relationships through empathy and communication
• Collaborate with Sales, suppliers and mobile networks to resolve issues
• Keep customer information up to date and adhere to SLAs

Skills

Customer service

Complaint handling

Billing support

Technical queries

CRM experience

MS Office

Tools

MS Office

Job description

Focus Group is seeking a Customer Service Executive to join our Mobile team in Shoreham-by-Sea, with the role based in Birmingham. You will be a key contact for our Mobile customers, delivering outstanding service from first contact to resolution.

You’ll handle queries by phone, email and in person, resolve billing and technical issues, manage complaints and strive for one-call resolution while building lasting relationships.