Customer Service & Live Chat Advisor

Location
Loughton
Salary
£18000 per annum
Posted
29 Mar 2017
Closes
26 Apr 2017
Ref
00066729
Contact
Recruitment Genius Ltd
Sector
Public Sector
Function
Customer Service
Contract Type
Permanent
Hours
Full Time
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 role is to provide Customer Service and to assist their customers with any questions and/or queries they have regarding their account.

Main Duties and Responsibilities:

Their aim is to provide the best possible customer service to each and every customer, which includes:

- Answering any customer queries regarding their account via live chat, phone, email and letter in a timely manner.
- Dealing with customers complaints in a quick and effective way.
- Taking payments from future and overdue customers.
- Assisting customers that are in financial difficulty, this can include but not limited to, setting up affordable repayment plans.
- Dealing with customers refund requests.
- Acting as the first point of call for customers.
- Dealing with a large number of inbound calls and emails.
- Responding to disputes from Credit Reporting Agencies.
- Update customer accounts with all the information received from any form of communication.
- To support the Customer Service department in all daily duties.
- Where necessary communicate with customers via help scout and telephone at a high level, ensuring that the best customer outcome is achieved.
- Work within the quality assurance guidelines ensuring compliance checks are completed.

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:

The ideal candidate will be adaptable, self-motivated, and possess excellent customer service skills to ensure a high quality of service is maintained. Successful candidates will also have:

- Excellent verbal and written communication skills
- Strong Customer Service Focus
- A team player who can demonstrate initiative
- High attention to detail
- Problem solving
- Listening
- Multitasking
- 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

Please note that this role requires a DBS check.

If you would like to apply for this role, please click the "apply" button below.

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