Customer Service Representative

5 days ago

Nottingham, Nottingham, United Kingdom Made Employment Ltd Full time
About the Role

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.
Requirements
  • 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.
Benefits
  • Competitive salary.
  • Pension contributions.
  • Life insurance.
  • 5 weeks holiday.
  • Uncapped monthly commission.
What We Offer

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.

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