Customer Support Agent, Macclesfield, Fixed Term 12 month contract. 37.5 Hours a week.

 Quint Group is a global fintech company based in Macclesfield, Cheshire and we are looking for a Customer Support Agent to join our busy call centre on a fixed term 12 month contract basis to cover maternity leave. Customer Support Agents are predominantly responsible for providing our customers with an excellent service by efficiently handling calls and emails from our Credit Perfect and Credit Angel customers and effectively discussing our products and services, dealing with any queries and questions raised.


Key responsibilties 


  • Manage workload and work as part of a team providing support to a busy Customer Support department dealing with inbound/outbound calls and emails and maintaining a low abandoned call rate with the desire and enthusiasm to deliver an outstanding experience to our customers
  • Provide factual information about loans, credit cards and credit reports/scores to help our customers make informed choices and find suitable lending solutions
  • Develop and maintain excellent soft skills, active listening, questioning and rapport building with the ability to adjust communication style to meet the needs of different audiences
  • Learn and understand our products, processes and systems and be responsible for keeping knowledge up to date
  • When dealing with calls and emails remain compliant whilst working in an FCA regulated environment
  • Follow company and regulatory guidelines and monitoring frameworks 
  • Treat our customers fairly at all times and adhere to TCF principles and Data Protection rules and requirements
  • Handle concerns and complaints professionally by providing an explanation or resolution 
  • Prioritise workload in order to service customer calls and emails as efficiently as possible, balancing quality and quantity 


Skills and experience required


  • Excellent  verbal and written communication skills - English Language and Grammar will be tested at interview
  • Good soft skills such as listening, questioning and rapport building are essential
  • Great time management, planning and organisational skills
  • Demonstrate efficiency and accuracy, taking responsibility and ownership for providing excellent Customer Service  and ensuring knowledge of our product, processes and services is kept up to date
  • Professional, positive and motivational team player 
  • Adaptable to change with a pragmatic "can do" attitude
  • Ability to deal with and resolve complex situations and can evidence exceptional call quality standards
  • Experience of working in a highly regulated environment preferred 
  • Patience and resilience
  • Ability to explain the features and benefits of our products and to promote them
  • Competent using all Microsoft packages
  • Previous customer service and telephone experience preferred