Description
Role Purpose
To be point of contact for telephone and email based cardholder enquiries relating to cash card elements on behalf of a retailer led loyalty card product.
Key Accountabilities
. Consistently deliver quality cardholder support
. Maintain/enhance cardholder satisfaction
. Take ownership of cardholder inquiries and problems
. Manager cardholder expectations
. Documentation of transaction details in tolls required
. Escalate the call/transaction whenever necessary to solve the issue
. Ensure response time and resolution time objectives are met
. To regularly provide updates for improving the knowledge base
. To attend any necessary training, meetings etc, as required by the management
Core Skills
. Strong customer service focus with the ability to empathise with the cardholder and prioritise needs
. An effective communicator with peers, management and cardholders
. Good team player supporting, where needed, all members of the Service Centre team
. Good problem solving skills
. Excellent PC Skills (ability to use databases/Outlook email/strong typing ability)
. Good written communication skills
. Commercial awareness
Qualifications
. GCSE or high school equivalent and above including Math and English
Experiences
. Essential: previous working in a customer facing role
. Desirable: experience in a financial or card related process/organisation