Overview
Global Resource Provider | Client Partner-Recruitment & Delivery Manager | Account Manager | Sales Specialist | Business Relationship Management |…
About Us:
Founded on the grounds of innovation – iXceed Solutions, is an ISO certified, leader in Talent and Digital recruitment solutions, serving Fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards - HR Tech Startup of the year- Europe - 2022, UK IT Awards - Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC -2020 -2021 by AsiaOne and many more.
Website: www.ixceed-solutions.com
LinkedIn: https://www.linkedin.com/company/ixceed-solutions
Position: Customer Service Executive/Front Office Executive
Location: London, Slough, UK
Mode of Work: Fully Onsite Role 5 days in a week
Contract Type: Permanent role
Why my job matters
Responsibilities
* You will interact with our personal and business customers over the phone and via live chat. You will be the “voice” of Bank aiming to surprise and delight our customers by being an expert in our processes, systems and digital channels. You will deliver amazing customer service and create fans for life through your attention to detail.
* Demonstrate consistent first contact resolution by understanding customer needs, keeping to Culture, Values and Behaviours within AMAZE Direct and across Bank as an organization.
Accountabilities
* Solve problems and delight customers by asking open questions to understand needs, then provide first call resolution and fair outcomes.
* Deliver amazing customer experience using our call and chat framework and quality assurance standards; act with good faith to help customers achieve financial goals.
* Handle a range of queries, including complex issues; after training, manage business queries such as bulk/batch payments troubleshooting, token support, and international payments at retail and business levels; initially handle complex calls/chats such as complaints or support for vulnerable customers.
* Utilize product/process knowledge with resilience and professionalism to find solutions for FANs.
* Maintain KPIs: average handling time, schedule adherence, accuracy, and customer satisfaction.
* Attentive note-taking on calls and live chats; operate in a regulated environment; assist both simple and complex enquiries and support vulnerable customers.
* Communicate clearly via live chat using simple language for high-quality customer experience; ensure accuracy in spelling and grammar.
* Maintain high attention to detail while multi-tasking across multiple chats; anticipate future needs and educate customers on self-service options for long-term success.
* Operate professionally under pressure and solve complex, time-sensitive issues for personal and business FANs.
* Commit to personal growth and development; understand Bank products, processes, risk & compliance; embed knowledge to protect FANs against fraud and security risks.
* Think like a risk manager to keep customers and Bank safe; perform other duties as reasonably required.
Qualifications and Skills
I have got these skills, knowledge and qualifications (Minimum requirement)
Skills
* Resilient and tenacious, especially during busy times; aim to surprise and delight FANs on every interaction.
* Ability to manage customer complaints with empathy; ownership to resolve issues; efficient with computer systems (up to 6 systems simultaneously).
* Adaptable to high-speed, fast-paced environments where change is the norm.
* Know when to escalate to a Manager to ensure fair outcomes; excellent written and verbal communication, especially via Live Chat.
Knowledge
* Exposure to financial services is desirable but not essential.
* Experience in Customer Service essential to deliver amazing customer experience.
Other notes: You should have minimum entry-level qualifications; additional qualifications or certifications are welcome but not required.
Amazeing!
Managing myself: accountable for achieving/exceeding KPIs, timekeeping and attendance; be a team player and represent the Bank’s behaviours.
Additional Competencies
* Administers processes and systems; contributes to team activity.
* Problem solving: define problems and investigate as needed.
* Stakeholders: communicates with team and customers to ensure needs are met.
* Planning: plans daily activity with support from the team leader.
* Responsibility & Risk: works with the team leader to deliver predefined objectives; understands consequences of not following processes.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service
* Banking
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Location references:
Stoke Poges, Slough, Colnbrook, Slough, United Kingdom
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