Customer Service
Full Time
Job Description
- Handling inbound customer calls and queries through to resolution with focus on first-time resolve.
- Basic technical troubleshooting over the phone on a range of different terminal products.
- Taking ownership of calls and ensuring all steps are carried out to support a resolution with customer.
- Escalate calls upwards efficiently to next level for fast resolution and maintaining customer satisfaction.
- Deal efficiently & effectively to all customer queries whilst maintaining excellent customer service through every call.
- Calls will be monitored and feedback will be given to support continuous improvement with call handling.
- Responsible to effect all recommendations with always a focus on continuous improvements.
- Taking appropriate responsibility to process confidential information in a secure manner
- Depending on experience in role, more duties may be added to help streamline process and enhance customer satisfaction.
- Keeping customer informed – in accordance with set KPI’s while customer queries/escalations are being resolved.
Required Knowledge, Skills, and Abilities
- Previous experience within a call centre / customer service environment including inbound and outbound calls.
- Preferably within the financial services or payment processing industries would be an advantage.
- Any technical troubleshooting or support background also an advantage
- Performance driven, and able to work under pressure and to tight deadlines.
- Ability to work on own initiative, and to be a team player.
- Communication skills – excellent verbal communication skills.
- Professional attitude and demeanor
- Ability to work a flexible schedule (which will include shift hours with some weekend work).
- Due to the nature of the role a very high standard of written English is required.
Reference no: 90979