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Customer Service Representative
2 months ago
We are seeking a highly skilled and motivated Customer Service Representative to join our team at Made Employment Ltd. As a Collections Specialist, you will play a critical role in delivering exceptional customer service and resolving debt collection issues for our clients.
Key Responsibilities- Answer incoming calls from clients' customers to discuss and arrange suitable resolutions based on their personal circumstances and our clients' criteria.
- Assist clients' customers with their general queries and provide accurate information to resolve their issues.
- Make outbound calls to clients' customers to attempt to establish contact and resolve debt collection issues.
- Update relevant CRM systems with information relating to calls, including general updates, resolution details, and other relevant data.
- Liaise directly with clients to establish correct resolutions for their customers.
- Cover team workloads to a sufficient level during staff absence to ensure clients receive a consistent service.
- Manage calls within the company agreed quality framework and drive own performance to achieve required Key Performance Indicators.
- Work in collaboration with other contact centre agents to ensure overall team service levels are achieved.
- Minimum 18 months previous experience working in a call centre/customer contact centre.
- Organised and able to accurately follow protocols to deliver a high and consistent service.
- Active listening and ability to summarise conversation to customer.
- Adaptable, flexible, and react positively to change.
- Good work ethic with the ability to work within defined timescales.
- Polite, patient, empathetic and understanding of people's personal circumstances.
- Approachable and self-motivated.
- Able to work in a team environment and be able to multitask.
- Proficient in Microsoft Office, and able to adapt to custom built CRM systems.
- Proven track record of achieving targets and/or Key Performance Indicators.
- Competitive salary.
- Pension contributions.
- Life insurance.
- 5 weeks holiday.
- Uncapped monthly commission.
We offer a dynamic and supportive work environment, with opportunities for career growth and development. Our team is committed to delivering exceptional customer service and resolving debt collection issues for our clients.
