Call Centre / CustomerService

Customer Service Agent

Not Specified

RLE International is working on behalf of their Manchester based Automotive Client, whom are currently looking for 5 Customer Service Agents to join their expanding team.

Customer Service Agents

The Customer Service agent will primarily be responsible for responding to inbound calls in a professional and efficient manner. The Account Services department can receive approximately 1000 telephone calls per day, in addition to customer contact via mail, email, or via the company website.

The department is primarily responsible for:

Handling all customer contact for non-delinquent customers

Applying payments to customer accounts

Management of customer complaints

Ongoing maintenance of customer records including the administration of payment dates and payment methods

Registration and maintenance of vehicle data on external databases such as the DVLA, Experian and Credit Reference Agencies

Financial corrections, exceptions and reconciliations

Skills Required:

The Account Services Agent will primarily be responsible for responding to inbound calls in a professional and efficient manner. Customer phone queries are diverse by nature and will include for example, requests for information, for settlement figures or the notification of changes to personal details, even complaints. t is expected that in addition to providing an excellent customer experience, an agent will take a minimum of 10 calls per hour with less than 30% of their time spent on post call administration. All inbound calls will be recorded and monitored for training purposes. Multiple IT systems will be used on a daily basis and peaks in business volumes at key times needs to be managed.

Key Duties & Responsibilities:

Providing an excellent service to all customers who contact by phone, post, email, or via the company website whilst remaining fully compliant with Data Protection legislation

Completing the administration associated with all queries taken

Issuing standard letters

Drafting specific letters if required

Maintaining accurate and up to date customer account records

Liaising where appropriate with outside agencies whilst remaining fully compliant with Data Protection legislation

Processing customer payments made by debit card

Understand and work towards the department quality and quantity objectives

Skills Preferred:

Moderate PC and systems knowledge

Experience Required:

The preferred candidate must demonstrate:

Ability to achieve performance objectives in a busy customer facing role

Excellent verbal and written communication skills

Ability to explain complex matters clearly to customers and colleagues

Moderate experience working with PC systems and applications

Proven track record of proactively investigating issues and making informed decisions or recommendations

Ability to work well within a team

Self-motivation

Ability to work well under pressure

Excellent attention to detail

Ability to multi-task

High level of quality and efficiency

To understand what the fair treatment of customers means and to ensure this is consistently incorporated into the role as appropriate

Ability to acquire new skills quickly Customer Services Experience

Experience Preferred:

Previous customer services experience

Previous customer facing experience

Previous experience in a call orientated environment

Additional Information :

Based in Manchester

Start Date 25 January 2021 Duration 12-16 Weeks

Hours: 37.5 pw

Rate: £13.27 per hour umbrella company rate

If you have any of the above knowledge and experience, and are interested in hearing more about the opportunities, please apply now.

*Please note: Due to the high level of applicants, only successful candidates will be contacted*

Eligibility: Due to working on behalf of our Client, unfortunately if you require sponsorship for a visa to work in the UK your application will be automatically declined. These are long term rolling contracts.

**NO AGENCY CALLING

Employment Type: Contract