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Call Centre Representative

2 months ago

London, United Kingdom Rev & Regs Full time

Rev & Regs are recruiting for a Call Centre Representative for a dynamic and close-knit financial services company in Canary Wharf.


Working hours are 10am – 8pm Monday to Friday. Early finish on Friday if weekly targets hit.


As a Call Centre Representative, you will be the first point of contact for clients, handling a variety of enquiries and providing exceptional customer service. Your role involves managing a large volume of inbound and outbound communications via phone, chat, and email in a timely manner, ensuring each interaction is handled efficiently and professionally. You will follow communication scripts, utilising your knowledge of the company’s products and services, and go off-script when necessary to better address client needs.


Responsibilities:


  • Memorise scripts for products and services and refer to them during calls.
  • Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately.
  • Identify opportunities for driving sales and revenue of the company’s existing product suite and seize opportunities to upsell when appropriate.
  • Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
  • Create and maintain record of daily problems and remedial actions taken, using call-centre database.
  • Leverage data and insights gathered by the call centre to recommend and influence process improvements to improve workflow efficiency and the customer experience.
  • Build strong relationships with advisers and other key team members.
  • Continuously seek ways to improve the customer experience.
  • Collaborate with our other inhouse teams, such as Mortgage/protection Advisers and case handlers to ensure smooth handovers and a seamless customer journey.


Experience required:


  • Minimum 1 year experience working in a call centre or customer-support role.
  • Exceptional Phone manner.
  • Ability to handle a high-volume workflow and prioritise tasks effectively.
  • Strong active-listening and verbal-communication skills
  • Proficiency in problem-solving
  • Ability to multitask and manage time effectively
  • Ability to form strong and positive relationships with both internal and external stakeholders.
  • Unquestionable work ethic, a can and will do approach.
  • Proficiency in the Microsoft suite
  • Unafraid to take on new challenges, developing deep knowledge in new areas.
  • Can have fun whilst maintaining a professional outlook.


Location: Canary Wharf

Salary: £25,000 plus commission (OTE £45,000)