We are seeking a dedicated and proactive Customer Service Representative to join our dynamic contact centre team. In this role, you will serve as the primary point of contact for personal loans account holders, delivering exceptional service while navigating a fast-paced environment. The ideal candidate will combine a strong customer-first mindset with strict adherence to financial processes, regulatory procedures, and data protection guidelines.
Key Responsibilitie
Customer Engagement: Act as the first point of contact for account holders via inbound calls, addressing inquiries efficiently and professionally
First-Outcome Resolution: Strive to resolve customer queries efficiently on the first call to maximize customer satisfaction and minimize repeat inquiries
Data Protection & Compliance: Take full responsibility for managing sensitive customer information in strict alignment with GDPR and internal compliance standards
Data Integrity: Ensure all customer records, details, and transaction histories are accurately maintained and updated in real-time within the customer relationship management systems
Performance Metrics: Meet and exceed established Key Performance Indicators (KPIs), including Average Handling Time (AHT) and quality assurance benchmarks, without compromising service quality
Team Collaboration: Operate as an active team player, collaborating with colleagues to foster a supportive environment and consistently deliver outstanding service
Procedural Adherence: Thrive within a high-volume, fast-paced environment while ensuring that all standard operating processes and financial procedures are followed precisely.Experience & Qualification
Require
Contact Centre Experience: Proven track record working within a fast-paced call centre or contact centre environment
Customer Service: Demonstrable experience delivering high-quality customer service and managing varied customer scenariosRandstad Technologies is acting as an Employment Business in relation to this vacancy