Customer Service Agent
3 weeks ago
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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