Customer Service Agent - Birmingham, United Kingdom - IQ Talent Solutions

IQ Talent Solutions
IQ Talent Solutions
Verified Company
Birmingham, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

nterQuest 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 offers a competitive salary and company benefits.

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.

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
  • Problem solver and creative thinker
  • Excellent telephone skills
  • Able to work under pressure and with mínimal supervision
  • Flexible/adaptable
  • Approachable
  • Team worker and relationship builder
  • Organised
Desirable

  • 1 year retail banking contact centre experience
Other special requirements of the role: Flexible working hours - 37 1⁄2 hrs per week, covering the call centre 7 day shift patterns as agreed / scheduled by Team Leaders (includes alternate weekends working)

For more information about this role, please contact:
Georgia Andrews-Jones

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