Customer Support Agent

To provide our customers with excellent service by efficiently handling calls and emails and effectively dealing with their questions and queries raised about our process or product..  

Key Skills and Responsibilities:  

  • Listens, understands, questions, builds rapport, handles objectives and have the ability to explain the features and benefits of the products. 
  • Be able to control the call, adapt style accordingly and always treat our customers as individuals. 
  • Learn and understand our products, processes and systems and be responsible for keeping knowledge up to date.
  • Whilst working in a FCA regulated environment, ability to remain compliant when dealing with calls and emails. 
  • Follow company regulatory guidelines, in-house scripts and monitoring frameworks.
  • Treat our customer fairly at all times and adhere to TCF principles and Data Protection rules and requirements.
  • Handle concerns or complaints by providing an explanation or resolution.
  • Reduce call wait times by effectively managing the volume of calls using our in-house dialler system.  
  • Prioritise workload in order to service customer calls and emails as efficiently as possible, balancing quality and quantity.
  • Ensure data is in-putted accurately and that the notes reflect the call with attention to spelling and grammar.
  • Achieve all call KPI’s and quality targets as required.
  • Be a positive, professional member of the team and demonstrate the group value.
  • Understand fully the four business channels and collaborate with other areas of the business and share practice.
  • 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.
  • Relevant customer service skills.
  • Experience of a similar role preferable.
  • Ability to explain the features and benefits and to promote our products.
  • Great time management, planning & organisational skills.
  • Professional, positive and motivational team player.
  • Can adapt to change and shows flexibility when required to support the customer, team or business.
  • Demonstrates responsibility & ownership for the quality of the service provided and for own development.
  • Ability to deal with and resolve complex situations and is able to evidence exceptional call quality standards.
  • Competent using all Microsoft packages.