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 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!
* Enjoy a challenge and taking complete ownership of your work; be resilient to a continuously changing environment.
* Recognise and get to the root cause of a customer's problem, adjusting your tone to fit the situation.
* The ability to take ownership of customer enquiries through to resolution - pride yourself on delivering a customer experience that exceeds expectations with 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, as there is a lot expected from us if something goes wrong!
* A*-C GCSE-equivalent written and verbal English skills.
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