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Customer Service Representative
2 months ago
We are seeking a highly skilled Customer Service Executive to join our team at M&G plc. As a key member of our Voice team, you will play a vital role in delivering exceptional customer service and experience.
Key Responsibilities- Provide accurate and timely information to customers and advisers via various channels, including telephone, email, and webchat.
- Offer digital education and guidance to customers and advisers on applicable Digital Account journeys to promote e-adoption.
- Identify and address failure demand, working collaboratively with Sales Support colleagues to migrate customers to new or existing self-service channels.
- Support non-advised transactions, ensuring customers are fully aware of their options and risk warnings.
- Identify and provide support for vulnerable customers.
- Stay up-to-date with process and pensions knowledge.
- Manage risk and discrepancies, highlighting or escalating as necessary.
- Keep knowledge up-to-date with processes, rules, and products.
- Handle and resolve customer complaints, maintaining competency in accordance with the T&C Governance scheme.
- Experience in a customer service environment, preferably in a contact centre.
- Ability to listen, understand, and connect with customers, delivering a service that delights.
- Excellence in execution, proactively seeking ways to improve personal and organisational effectiveness.
We have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks. We welcome applications from exceptional people, regardless of gender, ethnicity, age, sexual orientation, nationality, disability, or long-term condition.
