Customer service agent

Competitive | Birmingham | Permanent

IQ Talent Solutions

Posted 20 days ago

IQ Talent Solutions

InterQuest are proud to be working with one of our most prestigious clients who are an industry leader in the Banking sector, supporting them with the recruitment of a Customer Service Agent to join their team in Birmingham. This role will be based onsite in one of there new offices near Birmingham City Centre.

This role will be working in conjunction with the Call Centre Management team. The role of the Level 3 Customer Service Agent will assist in undertaking the daily administration work in the call centre supporting the Team Leaders. Embracing all aspects of high quality, customer – centric service the role will demonstrate an ability to achieve and exceed personal targets, maximising revenue opportunity.

In addition, the Senior Customer Service Agent will demonstrate an ability to effectively undertake case management and online banking and webchat enquiries and processing. In conjunction with Call Centre Management a key requirement will be the ability to actively share best practice and actively engage / sponsor the continual development of the call centre.

Key responsibilities and tasks of a Customer Service Agent

  • Undertake the daily case management and online enquiry processing administration work within the call centre
  • Handle complex queries and referrals form Customer Service Agents.
  • Deputise for the Team Leader as required, assuming responsibility for agreed sales and call centre service handling targets.
  • Assist in the prioritization of more junior team members workloads.
  • Work with the Call Centre Management Team to enhance and develop processes and knowledgebase for the contact centre.
  • Contribute to the development of first call resolution as required.
  • Provide a high quality standard of service, exceeding customers` expectations, ensuring all threats to the successful delivery of such a service are identified and actively mitigated with the management team
  • Actively participate in change and commitment to the development of the call centre.
  • Support call handling during busier periods to deliver exceptional service to our customers
  • Deliver one off activities and projects to the outcomes and standards agreed with line manager.

Essential

  • Excellent verbal and written communication and interpersonal skills
  • Precise/accurate – attention to detail
  • Passionate about service quality
  • Self starter
  • An achiever.
  • Problem solver and creative thinker
  • Excellent telephony skills
  • Able to work under pressure and with minimal supervision
  • Flexible/adaptable
  • Approachable
  • Team worker and relationship builder
  • Organised

Desirable

  • 1 year retail banking contact centre experience

All applicants must be currently located in UK and hold right to work. Able to commute regularly and be based from offices in Birmingham.

Adeola Olalemi

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.

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