Customer Service Executive
Customer Service Executive Reporting to: Customer Service Manager
Location: Remote
Hours: Full Time - Monday to Sunday, 8am – 8pm, you’ll be working on a shift rotation (including weekends and bank holidays)
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, YouFibre brings the full fibre experience direct to your home or office to create the best Internet experience possible. We are a national, full-fibre broadband provider, supplying homes and business across the UK with ultrafast and ultra-affordable internet, of up to 10,000Mbps! Customer happiness is our number one priority! Our fantastic team of UK-based sales agents, support centre staff and technical experts ensure our customers love using our services. Just check out our Trustpilot score!
Key Responsibilities
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! Key responsibilities:- Serving our customers via multiple channels of communication such as phone, email, live chat as well as social median platforms
- Taking management of personal workload and being committed to Excellent Customer Service to reduce the number of repeat customer Interactions, increase the quality and resolution
- To have working knowledge of our inhouse systems and ensure customers’ query is resolved promptly and they are given all necessary information and support (do it right the first time!)
- Troubleshooting simple and at times more complex technical issues over the phone with the customer
- Booking new customers for service installations
- Assisting with billing inquiries and reconciliation
- Working alongside our network partner to make sure that they have all relevant information to complete customers’ requests
- Working on projects such as those assigned by the Customer Service Manager or Operations Manager
- General admin tasks that fall within the remit of the customer operations department
- Maximise personal skills, knowledge, and experience to positively impact on performance and assist in achieving the business goals
- Don't be scared to share your ideas and feedback, as this is how we build a bigger, better, and stronger team
- Our opening times are Monday to Sunday, 8am – 8pm, you’ll be working on a shift rotation (including weekends and bank holidays)
Skills, Knowledge & Expertise
- Great attention to detail and a desire to get the job done right
- Excellent communication skills both verbal and written
- Solution focused
- Well organised and an ability to work to tight deadlines
- A team player with a can-do attitude
- Believes and exhibits PRIDE (personal responsibility in delivering excellence)
Job Benefits
- Equity – yes, a real part of the company!
- 25 days holiday plus bank holidays
- Pension scheme that matches your contribution up to 8%
- Health care cash plan
- Cycle to work
- Employee assistance programme
- 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