DirecciónEmployment Type:
EmployeeContract Type:
PermanentRole 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
- A premium client service role where activities are predominantly managed via email and phone (video calls).
- 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.
- Understanding 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.
- Plays 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.
- Being 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
- Energetic: You’re driven by pushing forward, searching for better, and wanting more than the status quo
- Bright: You love bouncing ideas off other people. Brainstorming. Asking questions. Learning. Looking for answers that help our customers.
- Modest: For us, putting the customer first is not a cliché. We serve them and are proud to make things easier and simpler for them.
- Warm: At the heart of it all is our people. People that care. About you, each other, our customers. We celebrate differences, and help us all to grow together.
- 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
- Perfect in spoken and written English is mandatory (plus other languages desirable).
- 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 managements
- One year of call centre experience
- Passion for helping others, very good communication and interpersonal skills
- Previous Customer Services 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)
- Energetic: You’re driven by pushing forward, searching for better, and wanting more than the status quo
- Bright: You love bouncing ideas off other people. Brainstorming. Asking questions. Learning. Looking for answers that help our customers.
- Modest: For us, putting the customer first is not a cliché. We serve them and are proud to make things easier and simpler for them.
- Warm: At the heart of it all is our people. People that care. About you, each other, our customers. We celebrate differences, and help us all to grow together.
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. And once you join us, we want to keep you motivated and engaged in our collective mission.
We don’t shy away from wanting to hire great people to deliver amazing things for our customers. And once you join us, we want to keep you motivated and engaged in our collective mission.
Competitive Pay
We don’t want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you’re worth.
We don’t want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you’re worth.
Growth and skills
We know that for some it’s about growing into more senior and exciting roles, and for others it’s about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated.
Flexible working
Work from home? Work in the office? Have family and life commitments that mean you need flexibility? What we care about is what you deliver not where you work nor the hours you work. We know flexibility matters and that’s why we offer the flexibility that suits you and your lifestyle.
We know that for some it’s about growing into more senior and exciting roles, and for others it’s about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated.
Flexible working
Work from home? Work in the office? Have family and life commitments that mean you need flexibility? What we care about is what you deliver not where you work nor the hours you work. We know flexibility matters and that’s why we offer the flexibility that suits you and your lifestyle.
An array of people
We know that to win, our workforce needs to reflect the world in which we live and the customers we serve. We are proud that we have a culture where everyone and anyone can bring their whole selves to work.
We know that to win, our workforce needs to reflect the world in which we live and the customers we serve. We are proud that we have a culture where everyone and anyone can bring their whole selves to work.
Ready to meet us?
We hope this role sounds exciting and could be your next step. If so, we’d love to meet you – click the button to apply. Go on. Make our day.
