Customer Service Executive

Role Overview

Plan.com, operating as Telserve, is expanding rapidly and seeking Customer Service Executives to strengthen their dynamic team. This role is based in Telford, England, requiring full-time, onsite engagement during set shift hours.

Working Hours

The position entails working 8-hour shifts, covering phone support from 9 AM to 6 PM, Monday through Friday.

Key Responsibilities

• Utilize and develop customer service expertise to promptly address and resolve customer inquiries.
• Manage both inbound and outbound customer calls, handling a broad spectrum of issues and requests.
• Meet individual service level agreements (SLAs) and key performance indicators (KPIs), contributing effectively to team targets and ensuring valuable service delivery.
• Recognize potential risks and improvement opportunities, implementing straightforward and effective methods to enhance customer service quality.
• Escalate complex concerns appropriately to the Customer Services Manager.
• Guarantee that all customers receive exceptional service experiences.

Required Skills and Attributes

• Strong communication skills across diverse levels.
• Ability to work independently while also collaborating within a team.
• Proficient numerical abilities.
• Demonstrated urgency and adaptability in a fast-paced office setting.
• Focused on meeting deadlines with aptitude for prioritizing responsibilities.
• Flexible and capable of multitasking to successfully achieve results.
• Advanced proficiency in Microsoft Office, particularly Excel.

Benefits and Company Culture

• Recognized as the Second Best Mid-Sized Company to Work For and the top Telecom company in 2021, reflecting a strong team spirit and positive organizational culture.
• Outstanding employee retention rates and a vibrant, motivated workforce.
• Competitive salary package.
• Frequent staff incentives.

Experience Requirement

Applicants should have a minimum of one year experience in customer service roles.