Customer Service Executive
2 days ago
Role - Customer Service Executive
Location - Solihull
Term - Permanent
Salary - 20-25kpa
Hybrid Working
Overview
Role Responsibilities will include
- Responsible for compiling and submitting VAT (indirect) returns and where appropriate, signing clients up for the FRV scheme. Manage the process with HMRC
- Accurately investigating, resolving, and responding to customer enquiries via all communication channels, while adhering to standard operating procedures and guidelines
- Ensuring that all outbound written communications are produced with correct grammar and spelling, and in line with the Wise tone of voice and brand guidelines
- Accurately recording all customer communications, interactions, comments and complaints in the CRM system
- Communicating and coordinating with colleagues where a query cannot be dealt with in the first contact, ensuring that resolutions are provided in a swift manner
- Escalating queries that are close to, or failing agreed SLAs
- Providing input and feedback on process improvement opportunities around the customer experience
- Staying up to date with the latest developments in Wise products, as well as changes to guidelines and legislations around tax and VAT
- Experience in dealing with inbound customer enquiries and making outbound calls, ideally in a contact centre environment - essential
- Proficient in using internal CRM systems for updating customer records and documenting all customer interactions - essential
- Proficient in general IT systems such as Google Workspace (ideal) and Microsoft Office, as well as internal communication channels such as Slack and Microsoft Teams
- Financial background (e.g. Tax and VAT) is highly desirable but not essential
- Excellent verbal and written communication skills, with the ability to clearly communicate key messages and handle difficult conversations
- Ability to manage multiple priorities and high-volume workloads without close supervision
- Self-motivated and enthusiastic to deliver a high-quality service
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