Plusnet CS
Location: Sheffield
Salary: 18000
# of openings: 30
Description
ROLE PURPOSE:
Responsible for providing exceptional customer care to Plusnet ’s business and consumer customers. This includes all virtual internet service providers (vISPs) supported by The Business.
Reacting to and managing written and verbal customer contact which refers to outstanding order updates, and the activation of broadband, phone and related services. This also includes enquiries relating to the move of existing broadband and phone services from one location to another.
Responsible for the overall customer experience and are representing our values in each and every interaction with our customers. Customer interaction should meet with all support centre service level agreements (SLA’S) and should work towards increasing customer satisfaction and activations leading to an increase in the customer base.
Key Elements
Key Activities
Communication
· Responding appropriately to online support tickets & calls covering order queries for new orders or existing customers
· Customer focused at all times
· Outbound and inbound Customer retentions
· Identifying customer issues, raising problem, resolving, and driving and developing customer experience
· Ensure a quality customer experience for all of the company’s customers
Issue management
· Providing first-line support to resolve queries/issues raised by customers or escalate and assign queries for further action
· Working within Service Level Agreements
· Ensuring you hit at least 100% of targets daily
· Ensuring your Quality is at least the departments benchmark
Escalations
· When assigned, deal appropriately with all second line queries, escalations & complaints
· Deal appropriately with customer complaints
Administration
· Ensure all communications are logged accurately on internal systems
Personal development
· Ensuring personal and team targets are met, assist in ensuring company strategies & goals are achieved
· Development of self through internal training and communications
Team work
· Carrying out ad-hoc projects/roles when necessary as required by the department
· Work collaboratively to develop effective working relationships within the Provisioning team and organisation as a whole
General
· Deliver any other reasonable requests from your line manager or senior management team
· Be accountable, where possible, by using Workplace and Internal Communications for daily projects
Judgement/Decisions
* Empowered to liaise and deal with all customer enquiries through to resolution, including with suppliers
* Refund or apply credit as documented in Business Best Practices
* Offers to retain a customer, as documented in the Business Best Practices
Key Contacts
External
Internal
Plusnet customers
Network wholesale suppliers
All Departments
BT
Essential role related knowledge, skills, qualifications and experience required
· A full understanding of the Plusnet product range
· Excellent customer care skills in order to give the customer a first time fix, to increase customer loyalty within agreed targets
· Ability to overcome objections in a positive way
· Establish and build rapport with customers
· Taking ownership and be accountable for your actions
· Ability to multi task to ensure you achieve customer satisfaction and meet personal targets
· Excellent communicators both verbally and written
· Customer and business focused to ensure excellent customer service
· Self motivated individual, able to manage own workload and have a drive for results
· Team working and interpersonal skills are essential
* Fully understand the company core values and be able to apply these in your day to day role
