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Customer Service Agent
2 weeks ago
**Customer Service / Contact Center Agent - **Join us on the growth journey
Customer Service / Contact Center Agents play a crucial role with customer retention through resolving customer enquiries and potential complaints (verbally, in writing and via web chat) providing sound advice, promoting Viva Wallet products and services.
**About the role**:
As a customer facing role, the Customer Service / Contact Center Agent acts as an ambassador for both the company and the Viva Wallet brand, ensuring that we always go above and beyond to meet the needs of our customer, and deliver excellent customer service every time.
**Shifts**:
**Days**:
Staggered shifts throughout the day from 7am to 11pm working 5 days out of 7. Shifts mainly comprise 7am to 3pm, 9am to 5pm, 1pm to 9pm and 3pm to 11pm.
**Nights**: (5 nights every 2 months)
11pm to 7am
**Key Responsibilities as Customer Service / Contact Center Agent**:
- Identify, research and resolve customer issues using our CRM systems and tools;
- Ensure that incidents are resolved in a timely manner to meet defined departmental service level targets;
- Communicate progress and resolution of issues to internal and external customers and management (where necessary);
- Engage with other department (i.e. sales/KYC) to resolve issues / bottlenecks that may be negatively impacting the overall customer experience;
- Handle customer complaints in a calm and professional manner, providing appropriate solutions and alternatives within reasonable time scales;
- Ensuring attention to detail, in particular with merchants who may have similar problems, and reporting problems as necessary through the appropriate channels;
**Key Responsibilities as Customer Service / Contact Center Agent**:
- Significant experience of working in a busy customer service call-centre environment;
- Experience of working with relevant computer programs (i.e. CRM software) and customer service webchat systems;
- A proven track record of meeting and exceeding targets and adding value
**Personal Profile, you will**:
- Be a confident communicator and competent with with a sound commercial acumen;
- Hold stakeholder engagement skills and the ability to interact confidently and professionally with a wide variety of people at all levels;
- Proactively seek solutions to conflicts;
- Remain calm under pressure and to deal with potentially emotive issues in a calm, professional and constructive manner;
- Be highly organised with attention to detail;
- Take ownership of tasks and work with pace;
**Benefits**
- Basic Salary: £23,000 per annum (including shift allowances);
- Genuine career development opportunities across the organisation;
- Company pension scheme;
- Holidays 22 days rising to 25 + bank holidays
- Free gym membership
**Salary**: £19,500.00-£23,000.00 per year
**Benefits**:
- Company pension
- Gym membership
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- Milton Keynes, MK9 2AH: reliably commute or plan to relocate before starting work (required)
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 1 year (preferred)
Work Location: One location
