Job Advertisement: Customer Service Agent
Location: Birmigham
Job Type: Hybrid (Office/Home-based)
Start Date: ASAP
Key Traits: Self-starter, proactive, adaptable under pressure, and skilled at multitasking. Must quickly acclimate to a fast-paced environment.
Preferred Experience: Banking experience or contact centre servicing/call handling is needed!
About the Role Our client, an innovative and rapidly growing organization, is looking for a motivated
Customer Service Agent to join their dynamic team. In this role, you'll play a key part in ensuring customers receive consistent, high-quality service across the company’s range of financial products.
Key Responsibilities - Customer Interaction: Respond to inquiries via phone, email, social media, and in-app chat (once live).
- Complaint Management: Handle customer complaints effectively and ensure timely resolutions.
- Vulnerable Customer Support: Provide compassionate and tailored assistance to customers requiring additional care.
- Administrative Support: Perform general admin tasks to maintain efficient operations.
- Issue Resolution: Troubleshoot and guide customers through technical issues with clear instructions.
- Escalation: Refer complex concerns to senior management for appropriate handling.
- Performance Monitoring: Work closely with the Head of Customer Services to meet service and quality targets.
- Risk Awareness: Identify and report risks, ensuring necessary controls are maintained.
- Continuous Improvement: Provide customer feedback to support enhancements in service delivery.
Key Knowledge and Skills - Experience: Minimum 2 years in customer service operations.
- Interpersonal Skills: Skilled at interpreting customer signals to ensure meaningful interactions.
- Communication: Exceptional verbal and written communication, maintaining professionalism and friendliness.
- Problem-Solving: Strong analytical skills to identify causes and deliver practical solutions.
- Time Management: Efficiently manage tasks and prioritize resolutions.
- Patience: Maintain composure in challenging situations to deliver positive outcomes.
- Empathy: Understand and address customer concerns with genuine care.
- Conflict Resolution: Adaptable and positive in managing diverse customer challenges.
- Teamwork: Collaborative mindset to build strong relationships with colleagues and contribute to team success.
Work Environment and Benefits - Hybrid Schedule: Up to 3 days per week in the office.
- Working Hours: 9:00 AM – 5:30 PM, with potential flexibility.
- Holidays: 25 days annual leave, plus financial services benefits and your birthday off.
Why Join Our Client? - Innovative Workplace: Be part of a forward-thinking company that values your input.
- Career Development: Enjoy opportunities for professional growth and advancement.
- Supportive Team: Collaborate with a team that thrives on mutual success and camaraderie.
