Customer Service Executive

Customer Service Executive
Department: Customer Services
Employment Type: Permanent - Full Time
Location: South Africa

Description

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