* Location: Hybrid - Min 2 days office based (Gateshead) / Home based
* Training: Office based
* Shifts: Working shift 5/7 days per week between 8am-8pm
We are an award-winning, global customer experience services provider supporting a wide range of clients in the Fintech and Financial Services industry, providing a multi-lingual, omni-channel solution to effectively resolve 1st line and 2nd line customer queries coupled with back-office support solutions. Based in the Northeast of England, our Customer Experience teams are centric on the exceptional service we offer to our clients and their customers, who are based in the UK, Europe, US, Middle East, and Singapore, and as a team speak an impressive 10 languages!
We are actively recruiting English or bi-lingual customer experience enthusiasts to join our existing team.
We operate 365 days a year between the hours of 8am and 8pm / 24 hours a day, and the role will require flexible working 5 shifts/days per week over 7 days a week but operates a hybrid approach to working. The role will require you to work a minimum of 2 days a week at our Hub in Gateshead. The rest of the week you can work remotely.
Key responsibilities will include:
* Delivering world-class customer experience to customers and clients
* Being a brand ambassador for clients, providing seamless experience for customers
* Resolving customer queries efficiently on the first contact
* Handling a wide range of queries from users across several different channels, including:
o Inbound and outbound voice, both technical support and customer service
o Handling queries from social media platforms and messaging services
Key qualities & experience required include:
* Previous experience of working in a customer-centric environment providing customer contact solutions across a wide range of channels.
* Enjoy working in a team-focused environment working towards shared goals, service levels & KPI's successfully.
* High level attention to detail & accuracy is essential.
* Ability to effectively manage and resolve queries with each customer contact.
* Strong written and verbal communication skills.
* Competent use of Microsoft packages, including Excel and Outlook with the capability to learn new systems, technologies, and CRM systems.
* Flexibility to work office/home based as required coupled with self-motivation to ensure deliverables achieved consistently without supervision.
* Desire to continuously improve skills and enjoy learning.
* Desire to join a Team within a business where you are not just a number and your opinion matters.
Dialect Communications Ltd, registered in England & Wales.
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