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Customer Services Advisor

4 months ago

Chester Cheshire, United Kingdom Northreach Full time

Customer Service Adviser - Chester - On-Site

Northreach is a dynamic recruitment agency that connects businesses with top talent in the financial services, fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation and professional growth.

We've recently partnered with a thriving payments & FX institution in Chester, who are innovatively leading the way in supporting customers to move and manage their money. They are now seeking a Customer Services Advisor to ensure customer satisfaction and foster positive relationships between the business and its clientele.

About The Role

As a Customer Service Adviser, your primary responsibility will be promptly addressing customer inquiries through various channels including phone calls, emails, and live chat. Your goal is to provide accurate information, address concerns, and offer appropriate solutions. Additionally, you will collaborate with internal teams to escalate complex queries, troubleshoot technical issues, and ensure customer satisfaction.

Responsibilities

  • Be the initial point of contact for customer inquiries, demonstrating exceptional communication skills and professionalism.
  • Respond promptly and effectively to customer questions, concerns, and complaints through various communication channels.
  • Offer accurate information about the businesses products, services, fees, and policies to assist customers in making informed decisions.
  • Resolve technical issues related to online banking, mobile applications, and card services to ensure a seamless user experience.
  • Collaborate with internal departments to address customer feedback and contribute to product and service improvements.
  • Maintain accurate records of customer interactions, transactions, and inquiries in the CRM system.
  • Stay updated with industry trends, product updates, and regulatory changes to provide relevant information to customers.

Requirements:

  • Prior experience in customer support or a similar role is preferred.
  • Strong interpersonal and communication skills, with the ability to empathize and articulate information effectively.
  • Proficiency in using customer support software, CRM systems, and relevant tools.
  • Tech-savvy with a good understanding of online banking platforms, mobile applications, and basic troubleshooting techniques.
  • Excellent problem-solving skills and the ability to work independently in a fast-paced environment.

Benefits

  • 25 days holiday per year + your birthday off
  • Opportunities for progression, development and learning new skills.
  • Discounted gym membership
  • Interbank currency rates on travel money and international transfers.
  • Contributory pension
  • 3 x basic annual salary life assurance
  • Cycle to work scheme
  • Season ticket loans
  • Comprehensive employee assistance programme
  • Private medical insurance following successful probation
  • Enhanced parental policies
  • Eye care vouchers
  • Complimentary drinks and fruit