Customer Service Agent

3 weeks ago


Birmingham, United Kingdom IQ Talent Solutions Full time

nterQuest are proud to be working with one of our most prestigious clients who are an industry leader in the Banking sector, supporting them with the recruitment of a Customer Service Agent to join their team in Birmingham. This role offers a competitivesalary and company benefits.

This role will be working in conjunction with the Call Centre Management team. The role of the Level 3 Customer Service Agent will assist in undertaking the daily administration work in the call centre supporting the Team Leaders. Embracing all aspects ofhigh quality, customer - centric service the role will demonstrate an ability to achieve and exceed personal targets, maximising revenue opportunity.

Key responsibilities and tasks of a Customer Service Agent
- Undertake the daily case management and online enquiry processing administration work within the call centre
- Handle complex queries and referrals form Customer Service Agents.
- Deputise for the Team Leader as required, assuming responsibility for agreed sales and call centre service handling targets.
- Assist in the prioritization of more junior team members workloads.
- Work with the Call Centre Management Team to enhance and develop processes and knowledgebase for the contact centre.
- Contribute to the development of first call resolution as required.
- Provide a high quality standard of service, exceeding customers' expectations, ensuring all threats to the successful delivery of such a service are identified and actively mitigated with the management team
- Actively participate in change and commitment to the development of the call centre.
- Support call handling during busier periods to deliver exceptional service to our customers
- Deliver one off activities and projects to the outcomes and standards agreed with line manager.

Essential
- Excellent verbal and written communication and interpersonal skills
- Precise/accurate - attention to detail
- Passionate about service quality
- Self starter
- Problem solver and creative thinker
- Excellent telephone skills
- Able to work under pressure and with mínimal supervision
- Flexible/adaptable
- Approachable
- Team worker and relationship builder
- Organised

Desirable
- 1 year retail banking contact centre experience

Other special requirements of the role: Flexible working hours - 37 ½ hrs per week, covering the call centre 7 day shift patterns as agreed / scheduled by Team Leaders (includes alternate weekends working)



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