Customer Service Agents - Loughton essex - London

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Customer Services Agent - Loughton Essex

Our Client is an established leader in the Financial services market.

They are currently looking to recruit a number of Customer Services Agents to provide the best possible customer service to each and every customer.

The following are a number of skills and attributes that you need to bring to this position:

Answering any customer queries regarding their account via phone, email and letter where necessary -IE: changing pay dates (may require asking the customer for proof of change).

Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company.

Taking payments from any customers due in the future.

Assisting customers that are in financial difficulty, this can include setting up affordable Repayment plans.

Dealing with customers refund requests and issuing them to the Customer service Manager to authorise.

Acting as the first point of call for customers.

Dealing with a large number of inbound calls, emails and Live Chat.

Responding to disputes from Credit Reporting Agencies.

Update all customer accounts with relevant information regarding live chat communications.

Work to continually improve on the quality of conversations over live chat always ensuring treating customers fairly is at the heart of all communications.

To achieve a higher customer satisfaction rating from live chat conversations.

To support the Customer Service department in daily duties.

Where necessary communicate with customers via help scout and telephone at a high level ensuring that the best customer outcome is achieved.

Work within the quality assurance guidelines and carry out the standard compliance checks that include but are not limited to data protection, calls are recorded.

Record daily the number of incoming customer queries and the source of where they come from and send to your Manager every evening.

Successful candidates will also have the following:

Excellent verbal and written communication skills.

Strong Customer Service Focus

Excellent Telephone Manner

Well motivated and proactive with the ability to work without supervision

A team player who can demonstrate initiative

High attention to detail

Approachable, empathetic and considerate

Strong knowledge of Microsoft Office (Excel and Word)

Strong organisational skills

Experience of working within the financial services sector with familiarity with the FCA is desirable but not essential.