Skip to main content

This job has expired

Customer Service Representative

Employer
Undisclosed Company
Location
Buckinghamshire, Milton Keynes
Salary
£17300 - £18450 per annum
Closing date
5 Aug 2019

CUSTOMER SERVICE ADVISOR

MILTON KEYNES

£17,300 - £18,450 PER ANNUM

SHIFTS BETWEEN 06:00 AM - 23:00 PM

5 DAYS PER WEEK WITH ROTATIONAL WEEKENDS

Brief Summary

My client are a payment solution provider who work as a support to numerous clients which include; Lloyds Bank, Deutsche Bank, Metro Bank, Sainsbury's and Virgin Money to name a few. They now have a number of vacancies within the customer service industry based at my clients office in Milton Keynes and they are looking for ambitious and dedicated agents to join their team.

Role Summary

Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards.

Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas.

Maintain detailed and current knowledge of the company's/assigned client's products and services.

Analyse customer service needs for communication to service and technical departments, when applicable. Requires ability to navigate a computerized data entry system or other relevant applications.

Achieves Key Performance Indicators (KPI'S) in line with Service Level Agreements including quality standards.

Essential Functions

Resolves basic or tier 1 payment and account related requests to include but not limited to card activations, payments, name and address updates for card holders (customers) of 1‐2 assigned company clients.

Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.

Enters required data into client provided systems and databases.

Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.

Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiri

Provides standardized or scripted responses by utilizing basic user friendly Graphic User Interface (GUI) screens for client systems and established documentation and processes.

Enters required data into client provided systems and databases.

Determines basic reasons for customer issues using a client provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution.

Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries.

Skills

Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.

Works on assignments that are routine to semi‐routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision‐making.

Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.

Competencies

Results Orientation

Customer Focus

Fostering Relationships

Effective Communication

Other for Interview Questionnaire

Resilience and Motivation

Attention to Detail and Quality Orientation

Education & Experience

Essential

Able to Pass TMS Assessments - Literacy, Numeracy and Process Flow

PC, Keyboard Skills & System Navigation

Desirable

Up-to-date Regulatory Knowledge

Credit Card/ Financial Services Experience

Experience of Working in a Customer Services Role. Interacting with Customers Face to Face or Via Telephone

For more information on this role please contact me on 01895 204948 or email me at Sophie.Howley @ manpower .co .uk

Location; Milton Keynes, Northampton, Customer Service, Customer Support, Call Centre, Customer Agent, Customer service rep, customer service representative

"Customer Service" "Retail" "Sales" "Telephone" "Contact Centre" "Call Centre" "Inbound" "Admin"

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert