Our client is seeking a Client Services Representative to join the Client Services team based in Farnborough. You will be responsible for contacting clients via telephone and email, supporting a team of managers in handling customer service enquiries, booking appointments, and fulfilling marketing campaign requirements.
This position will be based in our client's office in Farnborough.
Client Services Representative Key Responsibilities:
* Manage inbound and outbound calls and book appointments.
* Respond to customer questions and resolve their issues
* Respond to customer emails that require follow-up
* Generate required number of quality appointments (i.e. where there is a genuine need for our advice) to clients and prospects
* Comply with all call script requirements, as well as accurate recording and reporting on all call activities within our back office system
* Ensure that client’s policies, processes, regulatory guidelines and quality assurance requirements are met
Client Services Representative Essential qualities:
* Excellent communication and listening skills
* Excellent telephone manner
* Strongly customer-focused and be able to manage and overcome objections in a financial services context
* The ability to relate to people and not get flustered in conversation
* Accuracy and attention to detail is paramount
* Resilient and diplomatic
* Ideally has knowledge of regulations as well as products and solutions sold in the retail financial services market
* Track record of meeting and exceeding targets
* IT literacy and telephone user skills
* Financial Services experience is desirable preferably obtained in a life and pensions environment
* Experience of working in a fast paced and targeted environment
* Business development or customer services experience
* Desirable to have negotiation and objection handling experience
* Experience in building and maintaining positive customer relationships