Customer Service Agent
Customer Service Agent The Company: This is an exciting opportunity to join a short-term finance business based in Essex who employ over 150 staff. The company is considered a leader in its market; the level of customer feedback is outstanding and the business won 'Best Short Term Loan Provider' and 'Customer Service Champion' in the 2016 Consumer Credit Awards by Smart Money People. Main Purpose of the Role: The main focus of the Customer Service role is to assist our customer's with any queries or concerns they may have regarding their account and to ensure we are finding and reaching the best possible outcome for them. This includes assisting customers through all forms of communication including Calls, Emails, Live Chats and Letters. Main Duties and Responsibilities: Our aim is to provide the best possible customer service to each and every customer, which includes; - Answering all customer queries via Live Chat, Phone, Email and Letter. - Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company. - Answering query's from customers that are at new loan or reloan application stage, to help them proceed with their application in a timely manor. - Answering query's from customers that have a future payment due or are overdue in paying their loan. - Assisting customers that are in financial difficulty and unable to pay their loan, including vulnerable customer's. - Dealing with customers Refund's and Cheque's. - Responding to credit disputes from Credit Reporting Agencies. - Updating customer accounts accordingly with all the information received from any form of communication. - Work to continually improve on the quality of Live Chats, Emails and Calls , always ensuring treating customers fairly is at the heart of all communications. - Work within the quality assurance guidelines and carry out the standard compliance checks. - This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business. Person Specification /Skills/Education and Attributes: - Excellent verbal and written communication skills - Strong Customer Service Focus - Excellent Telephone Manner - Well motivated and proactive with the ability to work without supervision - A team player who can demonstrate initiative - High attention to detail - Approachable, empathetic and considerate - Strong knowledge of Microsoft Office (Excel and Word) - Strong organisational skills - Experience of working within the financial services sector with familiarity with the FSA/FCA is desirable but not essential - GCSE grade C or above in English and Maths If you would like to apply for this role, please click the "Apply" button below.