Customer Service Advisor - Milton Keynes

Recruiter
Undisclosed Company
Location
Milton Keynes, Buckinghamshire
Salary
£17300 - £18450 per annum
Posted
30 Jul 2019
Closes
27 Aug 2019
Ref
CSATSMK123
Contact
Manpower UK
Job Type
Permanent
Hours
Full-time

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.
  • Analyze 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.

Essentail 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 205493 or email me at Jamie.Rogan @ manpower .co .uk

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

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