Customer Service Agent - Collections

Contact Point Resourcing
Bethnal Green, London
17 Jul 2017
16 Aug 2017
Contract Type
Full Time

Customer Service Agent - Collections

£20,000 basic with and additional £2,500 OTE

If you are looking to work in an exciting and truly special environment then this could be the role for you. Our client is an extremely prestige brand with a fantastic product that continues to go from strength to strength

Sometimes we need to talk to customers who owe us money, or cancel their direct debit; if they are having trouble paying use then we need to find a solution and help them remain a rock star customer. Are you looking to work in a dynamic, fast-paced environment? Do you thrive on a challenge but love being able to help customers? This role requires you to talk to our customers regularly, so you won't be afraid of picking up the phone to build rapport and resolve issues.

Responsibilities of the Customer Service Agent

  • Make outbound calls to actively persuade non-Direct Debit customers to pay by Direct Debit
  • To make outbound call and resolve issues with customers who have payment issues with their Direct Debit.
  • Ensure all customer data is accurate
  • Answer and resolve inbound communication via email and phone from our customers.

Main Tasks of the Customer Service Agent

  • Use your excellent rapport building skills to persuade our customers that are not on DD and persuade to migrate to DD
  • Progress Stripe and credit card payment customers to Direct Debit
  • Chase clients whose payment has failed due to insufficient funds in conjunction with our Outsourced Collections Agency
  • Call customers that have cancelled mandates to resolve underlying customer service issue
  • Resolve issues relating to closed bank accounts
  • Resolve issues relating to cancelled cards
  • Resolve issues for credit card chargebacks
  • Resolve incorrect email error issues

Experience and skills required for the Customer Service Agent

  • Good spoken and written communication skills
  • Collections experience is preferential but not essential
  • Calmness under pressure
  • An organised and methodical approach
  • The ability to work to strict deadlines
  • Good negotiation skills
  • Good mathematical skills
  • Good computer skills - ideally with good skills in MS Excel, Outlook and Word
  • Fluent English

For further information regarding this role, please call Andy at Contact Point Resourcing