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Our client is looking for talented Customer Experience Agents to join their London based team!
Key Accountabilities:
- You'll respond to customer enquiries via our email, live chat, social media and phone systems.
- You'll keep on top of changes to processes and product features by reading through the latest updates to ensure accountability to our customers.
- You will have a minimum of one 'on-call' shift per week where you'll speak to customers who get in touch over the phone.
- You'll be on the lookout for ways to improve the overall customer experience and also pass on feedback to the product team to improve the product itself.
- You will support your peers, answering questions on shared channels and hangouts.
- You will identify opportunities to generate content, with a focus on streamlining processes and knowledge across the team.
- You'll complete investigative work on customers' accounts, help troubleshoot their problems and escalate to the relevant teams where necessary.
- We have a collaborative culture so you'll be expected to be a team player and be able to build strong relationships.
Skills and Experience:
- Customer Experience background within the intricacies of financial products, delivering a high standard of customer service and support excellence
- Demonstrable experience of consistently achieving and surpassing baseline KPIs, showcasing measurable improvements in quality, efficiency, and overall performance
- Previous track record in managing multiple Customer Experience ticketing/CRM systems; adept at swiftly navigating interfaces to efficiently address queues and seamlessly transition between platforms for optimal customer support
- Ability to understand customer needs by adopting a customer-centric approach in an empathetic and compassionate manner.
- Comfortable speaking to customers through whatever platform they choose to reach out from - we encourage our agents to pick up the phone!
- We've developed a groundbreaking product and no two days at our client are ever the same - as such, you should enjoy a challenge and enjoy taking complete ownership of your work. be resilient to a continuously changing environment.
- You're able to recognise and get to the root cause of a customer's problem, and adjust your tone to fit the situation.
- The ability to take ownership of customer enquiries through to resolution - you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
- Be excited to learn everything you can about a complex ground-breaking product, from payment processing to fraud, from financial regulations to brand and marketing, and everything in between.
- Be collaborative in everything you do and not be afraid to ask for help.
- Strong problem-solving skills and resilience. Because we deal with people's finances there is a lot expected from us if something goes wrong!
- A*-C GCSE-equivalent written and verbal English skills.
Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
