Description
Job Title: Customer Service Advisor
Duration: 6months
Location: Chester
Start: October
£ per hour
(40hours per week)
My high profile banking client are recruiting for a number of customer service advisors to join their team on a 6 month contract with the potential to extend based in Chester.
Job Description
This position reports to the Cardholder Servicing Team Manager and is responsible for answering commercial cardholder's telephone enquiries in accordance with established quality, revenue and productivity goals. The primary objective of the role is to provide a superior quality experience, adding value, and doing both as efficiently and effectively as possible. This role requires a rotation of shifts in order to cover a 24 hour operation.
Overview
As a customer service advisor you will handle more complex escalated customer calls in order to resolve in the most satisfactory manner for all parties concerned. Calls are non-routine and require deviation from standard screens, scripts and procedures. You may also respond to faxes and emails. You must Possess high level of customer service along with advanced problem solving skills which may involve cross selling or up selling other financial products.
Responsibilities
- Handle a wide range of cardholder queries regarding the day-to-day running of their commercial card accounts
- Deal with calls from authorisation centres and merchants regarding the processing of transactions.
- Handle more complicated cardholder queries and where necessary, referring cardholders to supervisors.
- Always ensure that responsibility is taken for resolving cardholder queries.
- Maintain a high level of product knowledge and awareness of bank wide activities and issues.
- Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures
- Assist with special projects as assigned by management.
- Perform miscellaneous duties as assigned by management.
- Respond to enquiries about the banks products, benefits and services.
- Utilise superior communication skills and knowledge of products, benefits and services to generate revenue and maximise account usage.
- Ensure that all information transferred to and from the cardholder is recorded accurately, and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act.
- Be consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained.
- Contact cardholders by phone to obtain satisfactory payment arrangements
- Update bank records in accordance with Data Protection requirements
Essential skills
- Convey a professional, courteous and positive attitude when dealing with cardholders
- Strong oral and written communication skills
- Ability to work effectively in a high volume, multi-faceted environment
- Self-motivated and results-orientated
- Excellent attention to detail
- Flexible
- Ability to influence and negotiate with others.
- Desirable
- Previous background in a Customer Contact area
N.B. This particular client requires that, if you are not a British Citizen, you must hold an EU Passport, Tier 1 Visa/HSMP, Dependency Visa, or Ancestry Visa for this particular vacancy or have Permanent Residency status in the UK - please specify in your response which of these you have.
Only suitable candidates need apply. If you have not received a response within a 48 hour period, please assume that you have been unsuccessful on this occasion.