Customer Service Executive - Call Centre

Bracknell Personnel Services
Bracknell, Bracknell Forest
£21000 - £31000/annum
13 Jul 2017
12 Aug 2017
Contract Type
Full Time
Our client is looking for three customer service executives to join their busy team, who are the first point of contact for all consumer and small business clients across all brands that they service.

The role:
• Handling inbound enquiries from new and existing clients via phone and email/web.
• Engaging with clients, conducting initial fact-find to identify their international payment requirements and provide clear explanations of the service and how it will benefit them.
• Resolving client queries (phone and email/web) regarding any part of the international transfer process - including online support, account administration, compliance queries, specific payment issues.
• Ensuring all clients experience great service, delivered with passion, professionalism, courtesy and empathy.
• Identify opportunities with clients to explain and highlight the other relevant products/services.
• Complaint and objection handling, determining an appropriate resolution for each client on a case by case basis within agreed Company policies;
• Taking ownership of query through to resolution - liaising internally with other departments where necessary.
• Achieving individual targets and contributing to world-class customer service satisfaction results.
What they are looking for:
• Previous client facing experience within a customer services, client services or client support role - preferably handling inbound calls of a varied nature, engaging with clients.
• Exposure to supporting multi products & services (ideally within fin-tech / financial services / technology / professional services or contact centre environment)
• Excellent verbal and written communication skills of a high professional standard. Ability to resolve customer queries and issues in a calm and professional manner
• A team player who is confident working to KPIs / targets and service level agreements
• Experience of using CRM/databases and use of MS Office

Required skills
Call Centre
Customer Complaints
Customer Queries
Customer Service