Customer Service Agent
Department: Operations
Employment Type: Full Time
Location: Wrexham
Reporting To: Chelsea Douglas
Description
As a Customer Service Agent you will handle incoming and outgoing contact across a variety of communication channels. You will deliver support to customers across our product portfolio, resolving queries and ensuring that the service provided is exemplary and good customer outcomes are achieved. Primary duties include answering phones, responding to emails and web chats. You will be a brand ambassador for our financial products and aim to satisfy customer queries within their first point of contact.
Key Responsibilities
* Answering inbound calls, addressing customer queries and questions.
* Responding to customer queries and resolving issues through web-chat and email.
* Providing customers with information about our products and services.
* Responding to more complex queries, resolving problems and issues faced and presented by customers.
* Ability to adapt and be flexible to meet demands of contact across multiple communication channels.
* Identify and handle customer complaints in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
* Ensuring that emails and letters to customers comply with regulation, as well as responding to data subject access requests.
* Identify potentially fraudulent applications and report any findings to the relevant team.
* Update host systems with information and details of customer interactions.
Skills, Knowledge & Expertise
* You will be a quick learner, but also have strong foundations and experience in interacting with customers both verbally and in writing.
* Excellent communication skills to effectively communicate with customers, demonstrating warmth, empathy and understanding is crucial.
* Able to understand customer problems and break them down to find solutions.
* Strong attention to detail and experience working directly with customer account data as well as any sensitive information.
* Experience handling customer complaints and complex cases, ideally over the phone or online.
* Relevant, recent experience in a customer facing role.
* Qualified to at least A-Level or equivalent with a solid academic background. Minimum of GCSE grade C in English and Maths.
* IT literate, including Google suite and Microsoft products
Job Benefits
* Competitive salary
* 25 days holiday PLUS your BIRTHDAY off
* Pension contribution with Royal London
* Life Assurance
* Private medical, dental and optical health insurance with Axa
* Hybrid working – Wrexham
* Free breakfast available