Customer Service Agent

2 weeks ago

Eastbourne, United Kingdom CCSCollect Full time

CCSCollect is offering an excellent opportunity to join our Team as a Customer Service Agent within your own home.

CCS is a long established, successful Debt Recovery company based in Croydon but are looking for agents who are located in the Eastbourne area or within a 10 to 15 mile radius of Eastbourne who are able to work from their home.

We work with several leading organisation’s including the Public Sector to help them manage their overdue accounts. We are passionate about providing customers in arrears a professional experience whilst meeting our client’s expectations.

As a member of our team, you will help people across the country understand their circumstances and educate them out of debt. You will provide a positive, empathetic, honest approach whilst remaining calm and collected. We will provide you with all the training that you need to fulfil this role. Additionally, you will be supported throughout your employment within the organisation to further your career within customer services.

**The Role**
As a Customer Service Agent you will engage with our customers over the phone. Your aim is to gain an understanding of their current financial circumstances, agree repayment plans that they can afford and maintain whilst ensuring that an accurate reflection of the conversation held is noted on the customer’s file.

The role will include:

- Negotiating with Customers to agree the repayment of overdue accounts
- Processing payment transactions and setting repayment arrangements
- Assessing and identifying vulnerable customers and providing support where appropriate
- Dealing with customer complaints and queries
- Taking a high volume of telephone calls

This will mean the following skill set is required:

- Verbal communication
- Attention to detail
- Data entry
- Listening
- Multi-tasking
- Questioning
- Establishing Rapport

The role will require you to be:

- Highly motivated to provide quality customer service
- Professional and polite with a courteous telephone manner
- Confident in overcoming customer objections and sometimes having difficult conversations
- Able to gather and record facts, ask questions, and evaluate the information provided to ensure a fair outcome for the customer
- Be empathetic towards a customer’s circumstances where appropriate
- Computer literate, have an eye for detail, and able to update records accurately
- Able to work to deadlines and targets.

**Benefits**
The role pays a basic salary between £20,000 - £22,000 per annum depending on experience. (Full time hours - 37.5h per week)

In addition, there is a monthly bonus scheme with the opportunity to earn an extra £200 per month based on performance.

Part time hours are available once training has been completed. (Part time salary pro-rata minimum of 20h per week)

Other benefits include:

- Pension Company Contribution of 4% with Employee Contribution of 4%
- 23 days' holiday plus bank holidays
- Simply Health with EAP - employee assistance programme (EAP)
- Monthly Incentives

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 20 per week

**Salary**: £20,000.00-£22,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Company pension
Schedule:

- Day shift
- Monday to Friday

**Education**:

- GCSE or equivalent (required)
**Experience**:

- customer service: 1 year (required)

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