Customer Contact Agent

5 months ago

Sale, United Kingdom Page Personnel Full time

Well established client.
- Nice working environment.

**About Our Client**:
Well established client within the financial sector.
- Account Support: Assist customers in resolving account-related issues, such as updating personal information, processing payment requests, resolving billing discrepancies, and handling account closures or transfers.
- Compliance and Security: Ensure compliance with company policies and procedures, including data protection, privacy regulations, and financial industry guidelines.
- Troubleshooting: Identify, troubleshoot, and resolve customer concerns, escalating complex issues to the appropriate departments when necessary.
- Record Keeping: Maintain accurate and detailed records of customer interactions, transactions, and inquiries within the customer relationship management (CRM) system.
- Product Knowledge: Stay updated on financial products, services, and industry trends to provide accurate and up-to-date information to customers.
- Team Collaboration: Collaborate with team members, supervisors, and other departments to share knowledge, resolve customer issues, and contribute to process improvements.
- Continuous Learning: Participate in ongoing training programs to enhance product knowledge, customer service skills, and regulatory compliance understanding.
- Performance Metrics: Achieve individual and team performance targets, including customer satisfaction scores, call quality, response time, and productivity metrics.

**The Successful Applicant**:

- High school diploma or equivalent; a degree in finance, accounting, or a related field is preferred.
- Proven experience in a customer service role, preferably in a contact centre environment.
- Excellent verbal and written communication skills.
- Strong knowledge of financial products, services, and terminology.
- Familiarity with banking systems, customer relationship management (CRM) software, and other relevant tools.
- Ability to multitask, prioritise, and manage time effectively in a fast-paced environment.
- Demonstrated problem-solving and analytical skills.
- Attention to detail and accuracy in data entry and record keeping.
- Ability to handle difficult or upset customers with professionalism and empathy.
- Knowledge of relevant regulatory guidelines and compliance requirements.

**What's on Offer**:
Great range of company benefits.

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