ManyPets
Customer Service Executive (3 Month Contract)
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About us
We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and passionate about pets and their wellbeing. Throughout our business you'll meet people who think differently, aim for impact, and love to try new things.
Want to join our pack? Join us. Love every moment. Love ManyPets.
A day in the life
As a Customer Service Executive in the Customer Service team at ManyPets, your responsibilities include resolving telephone and email-based customer queries promptly, in line with agreed target expectations. You'll collaborate with colleagues, managers, and other teams as needed to ensure timely customer resolutions for our customers. Your focus is to manage inbound customer enquiries and not enquiries related to claims.
You'll deliver excellent customer service within SLAs and providing support for inbound and outbound calls. Additionally, you'll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved. Liaising with our internal teams, you'll gather information to address complaints effectively while adhering to regulatory customer handling requirements.
Core deliverables
- Customer service champion: You'll be responsible for addressing customer queries and completing admin tasks efficiently.
- Positive approach: Approach customer interactions with a positive attitude and provide quality responses via phone and email.
- Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
- Organisation skills: Keep things running smoothly with accurate admin and data entry.
- Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.
Skills and competencies
Customer Service Champion
- Pay close attention to customer needs (via telephone and email) to fully understand their concerns and provide suitable solutions.
- Analyse situations, identify issues, and find effective solutions to resolve customer queries and complaints.
- Acquire thorough knowledge of our products and services to provide accurate information and assist customers effectively.
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Positive Approach
- Maintain a positive attitude, even in stressful situations, to contribute to the customer experience that will foster customer loyalty.
- Remain patient and show empathy towards customers, especially in challenging situations, to build rapport and trust.
- Regularly track and evaluate your progress towards goals, adjusting as necessary to stay on track.
Team Collaboration
- Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
- Recommend suggestions to your Team Leader to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
- Develop good relationships with our colleagues so we can all work together to give our customers the best service possible.
- Work on your own skills and performance to keep getting better at your job.
Organisational Skills
- Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
- Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
- Continuously maintain our systems through accurate data entry.
- Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
- Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.
Communication Skills
- Ensure clear, polite, and empathetic communication to understand and address customer needs.
- Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
- Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.
What success looks like
- You consistently aim to receive positive feedback from customers, earn high ratings, and foster repeat business through your exceptional service and support.
- You meet your targets and have consistent performance against agreed metrics.
- You successfully resolve customer queries and issues within agreed-upon timeframes, showcasing your efficiency and effectiveness in addressing customer needs promptly.
- You demonstrate clear and effective communication with customers, colleagues, and other teams, leading to improved problem-solving, fewer misunderstandings, and smoother collaboration, all contributing to your success in the role.
- You provide accurate information, deliver quality solutions, and offer helpful assistance to customers, ensuring their needs are met and building trust in the company's products or services.
- You consistently meet or exceed service level agreements (SLAs) and adhere to established procedures, showcasing your reliability, professionalism, and compliance with organisational standards.
- You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
- You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and customer service practices to drive ongoing growth and development in your role.
- You actively look to improve your awareness of regulatory changes or process improvements.
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Salary range:
£24,784—£26,437 GBP
Ways of working
On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset. You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day. We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively. We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.
Inclusion at ManyPets
We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback. If you'd like to read more about this, please download our Approach to Inclusion policy.
Reasonable adjustments and support
If you need any help, support, or advice at any point during the hiring process please email Inclusion@ManyPets.com. If you want to ask any questions or request an adjustment, please let us know and we'll do what we can to flex our approach.
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