Employment Type: Employee
Contract Type: Permanent
Role Overview
Support is a critical function within the Group Operations team. You will be responsible for offering a white glove service to our Premium Accounts. You will own the day-to-day management of your assigned accounts and ensure you handhold queries to completion with high satisfaction, linking in with key stakeholders in the business including relationship managers and technical support teams.
What you will do
Service satisfaction is the number one focus in this role. It is imperative that the Premier Account Specialist acts by following up on their account queries.
Offer training to their clients on Planet's services and provide business updates where applicable.
Understand your accounts in detail through internal/external research and stakeholder management.
Act as the voice of the customer ensuring the relationship manager is aware of areas requiring escalation.
Manage the handover between the relationship manager, onboarding teams, and client to ensure a smooth transition.
Respond to and resolve operational concerns raised by the customer using a consultative approach every time a client makes contact, regardless of channel.
Proactively manage operational concerns where possible with effective communication tools.
Play a key role in the account strategic direction by supporting internal teams with systems/program implementations with clients; reports highlighting performance, adoption of new solutions launched by Planet that drive efficiency and satisfaction.
Raise the bar in terms of quality service offering through identifying and reporting concerns and keeping an accurate account of activities relating to the portfolio.
Be in regular contact with all internal teams to enhance the Premier customer journey to ensure high levels of service delivery.
What you will need to bring to Planet
A minimum of three years of customer service experience; account management is desirable.
Perfect in spoken and written English is mandatory (plus other languages desirable).
You are proactive and curious in nature - looking for better ways to make things simpler.
You must be solutions-focused and a problem solver.
Excellent interpersonal communication skills and confident to speak with clients and internal stakeholders.
You have proven customer service/relations skills including the ability to deal effectively, quickly, and with informed knowledge with customers and non-customers in handling complaints, problems, and general inquiries.
Speaking on the phone comes naturally to you and combining this with excellent listening skills, whilst demonstrating courtesy, empathy, and accuracy.
You must be a quick learner and adopt relevant operational processes and procedures, as well as company products and services.
Technology is a friend to you. You know how to operate a PC, able to generate reports and troubleshoot technical issues.
Strong analytical and problem-solving skills.
Ability to manage multiple tasks/projects and deadlines simultaneously.
Who you are
Strong analytical skills, thrives in a data environment and is very capable with Excel.
Proficient in MS Office suite.
Ability to effectively communicate with multiple levels of management.
One year of call centre experience.
Passion for helping others, very good communication and interpersonal skills.
Previous customer service experience within the business.
Work well within a team as well as on their own initiative.
Ability to prioritise work in order to meet deadlines.
Must be available to work within a 5-day operation (Monday - Friday).
What do we offer and why should you join us?
We don't shy away from wanting to hire great people to deliver amazing things for our customers.
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