Customer Service Executive

3 weeks ago

Remote, United Kingdom YouFibre Full time

**Description**:
**Customer Service Executive**

**Reporting to: Customer Service Manager**

**Location: Remote**

**Hours: Full-time, 40hrs per week - 8hr shifts covering weekends and bank holidays**
**Base Salary: £25,000 - £27,500 per annum**

**About YouFibre**:
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

**Job Purpose**:
As a Customer Service Executive (Days), your main role will be responsible for ensuring the customer experience for our customers is outstanding and a step above our competitors. You will serve customers through various channels and ensure that you manage customer issues with compassion and understanding, executing timely resolutions to issues.

**Full Time **(40 hours per week)** **-** Permanent**:

- Monday to Sunday, standard 8 hour shifts from - 8am - 8pm, you’ll be working on a shift rotation (including weekends and bank holidays)

**Key Responsibilities**:

- **Inquiry Handling**: Respond promptly and accurately to customer inquiries about products, services, and company policies.
- **Issue Resolution**: Efficiently and empathetically address and resolve customer complaints or issues to maintain customer satisfaction and loyalty. Do it right the first time
- **Documentation**: Accurately document customer interactions, feedback, and resolutions in the company’s CRM system for future reference and analysis.
- **Follow-Up**: Ensure customer issues are resolved by following up appropriately, proactively preventing customers from needing to inform us of their issues.
- **Technical Support**: Troubleshoot simple and occasionally complex technical issues with customers through multiple contact channels.
- **Installation Support**: Assist customers in amending their installation bookings by cancelling and rescheduling as required, advising them of the installation process, and explaining any issues delaying installation in easy-to-understand terms.
- **Billing Support**: Assist with billing inquiries, amend invoices, and set up direct debits to ensure smooth invoice payments. Support customers experiencing financial difficulties with compassion and empathy, in line with company policy.
- **Customer Support**: Suggest additional products or services that may benefit the customer, enhancing their experience (e.g., Mesh or VoIP calling).
- **Order Processing**: Manage order modifications, cancellations, and re-contracts to ensure a seamless customer journey.
- **Sales Support**: Provide detailed information about products, services, promotions, and policies to help customers make informed decisions.
- **Admin Support**: Complete general admin tasks related to the support provided within the remit of Customer Service.
- **Continuous Learning**: Stay updated with product knowledge, company updates, and industry trends to provide accurate and relevant information to customers.
- **Collaboration**: Work with other departments to ensure timely resolution of customer issues while setting customer expectations and adhering to promises made.

**Skills, Knowledge & Expertise**:

- Previous Experience in Customer Service
- Excellent Verbal and Written Communication Abilities
- Strong Problem-Solving Aptitude
- Capability to Grasp Technical Support Procedures and Resolve Simple and Complex Issues
- Effective Organisation Skills for Managing Multiple Tasks
- Keen Attention to Detail
- High Adaptability to Adjust to Evolving Customer Demands and Company Procedures/System Changes

**Why our people love working with us**:

- Equity - yes, a real part of the company
- 25 days holiday plus bank holidays
- Pension scheme that matches your contribution up to 8%
- Phone allowance
- Health care cash plan
- Cycle to work
- Employee assistance programme
- PPE provided
- IT equipment provided
- Remote working
- Discounted Gym memberships
- Retail offers - discounts from recognisable brands
- Company Events
- Travel expenses paid
- Annual Bonus up to 30% of salary (discretionary of the business)
- Free YouFibre broadband if you are within our area, plus friends & family discount.
- Life assurance giving you cover of 4 times your basic salary
- Colleague referral scheme of £500
- Continuous development and long-term career prospects

**About YouFibre**:
YouFibre is a small team of experts on a mission to provide Faster, Fairer, Kinder Internet across the UK. Founded in 2019, we’re on a mission to bring ultrafast Internet to our customers.

Guided by the principles of flawless customer support, fair contracts, and affordable pricing, You brings the full fibre experience direct to your home or office to create the best Internet experience possible.

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