Customer Service Assistant

Support customers and partners Handle inbound calls, emails, chats and other digital enquiries promptly and professionally. Provide clear, accurate guidance on Planet products, services, processes and policies. Listen carefully, understand the underlying need and tailor the response to the customer or partner. Take ownership of complaints and service issues, keeping the customer informed through to closure. Escalate complex, sensitive or high-risk cases through the correct channels. Resolve cases and improve the experience Investigate enquiries using Planet systems, knowledge resources and internal expertise. Aim to resolve issues at the first point of contact wherever possible. Coordinate with Operations and other relevant teams to remove blockers and secure timely outcomes. Follow up on open cases and commitments, ensuring nothing is left unresolved. Identify recurring themes, service gaps and improvement opportunities, and share them with the team. Work accurately and responsibly Record every interaction, action and outcome accurately in Planet s customer management and contact centre systems. Process requests, forms and service transactions in line with agreed procedures and controls. Protect customer and company information and follow all applicable privacy, security and compliance requirements. Use the correct case categories, disposition codes and escalation routes. Maintain complete and current records that enable effective handovers, reporting and auditability.

How we work at Planet Customer first: We make it easy, human and helpful. Own the outcome: We take responsibility and follow through on our commitments. Win together: We collaborate across teams and share what we learn. Keep improving: We use insight, feedback and curiosity to make the experience better. Act with integrity: We do the right thing and protect the trust placed in Planet. How success will be measured Customer satisfaction and quality assurance results. First contact resolution and complaint resolution. Service level agreement (SLA) performance, responsiveness and average handling time. Case accuracy, productivity and schedule adherence. Completion of required learning, coaching and compliance activities. Contribution to team goals and continuous improvement. At Planet, we embrace a hybrid work model, with three days a week in the office. Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

Desired Candidate Profile

Previous experience in customer service, a contact centre or another service-led environment is preferred. Clear and confident written and verbal communication skills. Strong listening, problem-solving and decision-making skills. A customer-first mindset, with empathy, patience and professionalism. Confidence using Microsoft Office, CRM and contact centre systems. Accuracy, attention to detail and the ability to manage several priorities in a fast-paced environment. A collaborative approach and willingness to learn, share knowledge and adapt to change. Flexibility to work shifts, including weekends and public holidays, where the role requires it. A diploma or bachelor s degree is preferred but not essential where relevant experience can be demonstrated.