At a Glance
- Tasks: Join our Customer Operations team to support and delight customers through various communication channels.
- Company: An independent finance company focused on innovative financing solutions for online retailers and shoppers.
- Benefits: Enjoy a dynamic work environment in Manchester with opportunities for growth and development.
- Other info: Work hours are flexible, with shifts from 8am to 8pm, including Saturdays.
- Why this job: Be the voice of our customers, making a real impact while working in a supportive team culture.
- Qualifications: Must be adaptable, a great listener, and have experience in multi-channel customer service.
The predicted salary is between 28800 - 43200 € per year.
Our client is an independently funded and fully regulated finance company specialising in offering financing alternatives for online retailers and their shoppers.
Job Description:
We’re looking for detail-oriented, empathetic problem solvers to join our Customer Operations team in our Manchester office.
You’ll be the first point of contact for our customers who have questions, problems, feedback and compliments!
We want to delight our customers in any way possible. It could be something small or something big, as long as the customer is always the number one focus.
Responsibilities
- Providing the best customer support by talking directly and honestly with our customers and developing a deep understanding of what our customers really wants from us.
- Communicating with our customers through a variety of different mediums, based on our customer’s needs; whether that be through, email, calls or Live chat.
- Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier.
- Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them.
- Working closely with our internal team to act as the first line of defence to help spot and investigate trends.
- Dealing with tricky payment-related queries; investigating missing payments and Direct Debits.
- Understanding, prioritising and escalating our customers’ feedback. Plus, being the first port of call for customer complaints to make sure that they’re treated fairly and can share their thoughts and concerns.
- Supporting other members in the customer support team by being a point of escalation for other CSAs and mentoring new joiners. Plus making sure the rest of the company stays customer-focused.
- After you’re fully comfortable helping our customers, you’ll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team.
Qualifications
- Care deeply about customer service
- Are adaptable to change
- Have the right to work in the UK
- Are a great listener
- Have multi-channel experience (phone, email, live chat)
- You love donuts and karaoke
Additional Info
You’ll be working from our city center Manchester office Monday to Saturday on a weekly rota basis starting no earlier than 8am and finishing no later than 8pm (10am – 4pm on Sat).
Customer Services Executive – PSM/16274 in Manchester employer: Thomas Cook
Join a dynamic and supportive team at our independently funded finance company in the heart of Manchester, where your passion for customer service will be valued and nurtured. We offer a collaborative work culture that prioritises employee growth, with opportunities to expand your skills across various areas of Customer Operations. Enjoy the benefits of working in a vibrant city centre location, with flexible hours and a commitment to making a positive impact on our customers' experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Executive – PSM/16274 in Manchester
✨Tip Number 1
Familiarise yourself with the company's values and customer service philosophy. Understanding what they prioritise will help you align your approach during interviews and demonstrate that you're a good fit for their team.
✨Tip Number 2
Prepare to discuss specific examples of how you've handled customer queries in the past. Highlight your problem-solving skills and empathy, as these are key traits they're looking for in a Customer Services Executive.
✨Tip Number 3
Practice your communication skills across different mediums. Since the role involves email, calls, and live chat, being able to showcase your adaptability in these areas can set you apart from other candidates.
✨Tip Number 4
Research common customer service challenges in the finance sector. Being knowledgeable about potential issues and how to address them will show your proactive approach and readiness to tackle tricky payment-related queries.
We think you need these skills to ace Customer Services Executive – PSM/16274 in Manchester
Some tips for your application 🫡
Understand the Role:Read the job description carefully to grasp what the company is looking for in a Customer Services Executive. Highlight key responsibilities and required skills, such as empathy, problem-solving, and multi-channel experience.
Tailor Your CV:Customise your CV to reflect your relevant experience in customer service. Use specific examples that demonstrate your ability to handle customer queries, provide support, and adapt to changing situations.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer service. Mention how you can contribute to delighting customers and improving their experience, and refer to your understanding of the company's values.
Proofread Your Application:Before submitting, thoroughly proofread your application materials. Check for spelling and grammatical errors, and ensure that your tone is professional yet approachable, reflecting the empathetic nature of the role.
How to prepare for a job interview at Thomas Cook
✨Show Your Empathy
As a Customer Services Executive, empathy is key. Be prepared to share examples of how you've handled customer issues in the past, demonstrating your ability to understand and relate to their feelings.
✨Demonstrate Problem-Solving Skills
Think of specific instances where you've successfully resolved customer complaints or tricky situations. Highlight your analytical skills and how you can spot patterns in customer feedback to improve services.
✨Familiarise Yourself with Multi-Channel Communication
Since the role involves various communication methods, brush up on your experience with phone, email, and live chat interactions. Be ready to discuss how you adapt your communication style based on the medium and the customer's needs.
✨Prepare for Payment-Related Queries
Given that you'll be dealing with payment issues, review common payment problems and solutions. Being knowledgeable about these topics will show your readiness to tackle challenges head-on.
