Customer Service Agent

Job Overview
The role of a Customer Service Agent is to handle incoming and outgoing contact across a variety of communication channels. The customer service agent delivers support to customers across our product portfolio, resolving queries and ensuring that the service provided is exemplary. Primary duties include answering phones, responding to emails and web chats. All our Customer Service Agents are brand ambassadors for our financial products and aim to satisfy customer queries within their first point of contact.

Responsibilities

Answering inbound calls, addressing customer queries and questions.
Responding to customer queries and resolving issues, via web-chat and email.
Resolving customer enquiries, providing information about our products and services.
Responding to more complex queries, resolving problems and issues faced and presented by customers.
Ability to adapt and be flexible to meet demands of contact across multiple communication channels
Identify and handle customer complaints (at the first point of contact) in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
Ensuring that emails and letters to customers comply with regulation, as well as , on occasion responding to Data Subject Access Requests.
Identify potentially fraudulent applications and report any findings to the relevant team.
Update host systems with information and details of customer interactions.
Suggest ways for process efficiencies and improvements to enhance the customer journey and improve efficiencies.
Supporting the wider operational areas with any additional workflow required.

Requirements

You will be a quick learner, but also have strong foundations and experience in interacting with customers both verbally and in writing, working with both detail and data.
Excellent communication skills (written and verbal), to effectively communicate with customers. Demonstrating warmth, empathy and understanding is crucial.
Able to understand customer problems and break them down to find solutions.
Strong attention to detail and experience working directly with customers account data as well as any sensitive information.
Experience handling customer complaints and complex cases, ideally over the phone or online
Relevant, recent experience in a customer facing role.
Qualified to at least A- Level or equivalent with a solid academic background. Minimum of GCSE grade C in English and Maths.
IT literate, including Google suite and Microsoft products.

Job Type: Full-time

Pay: £25,000.00-£28,000.00 per year

Benefits:
Company pension
Life insurance
On-site parking
Private dental insurance
Private medical insurance
Referral programme

Work Location: Hybrid remote in Wrexham LL13 7YT