Senior Customer Service Representative

Shift patterns will be five nights a week from Sunday night to Thursday night, on an 8-hour shift (including a 1 hour lunch). The hours will be various shifts between 10pm and 8am. The role is predominantly office-based with occasional flexibility to work from home once fully confident in role (maximum 5 per month).

Responsibilities:

Handle a wide range of queries regarding the day-to-day running of client/cardholder’s commercial card accounts in a customer service environment.
Ensure all emails are actioned within service level agreements with the utmost professionalism, answering both cardholder and client-level queries, liaising with internal partners where necessary.
Managing multiple requests simultaneously that contain a variety of complexities and resolution periods.
Working independently with organisational skills to overcome challenges with requests and ensures our clients’ needs are satisfied.
Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardise client experience.
Always ensure that responsibility and ownership is taken for resolving cardholder and client level queries whilst maintaining a high level of product knowledge and awareness of bank wide activities.
Ensure that all calls are handled in an empathetic, positive and professional manner, and actioned in accordance with departmental policies and procedures.
Utilise superior communication skills and knowledge of products, benefits and services to generate revenue and maximise account usage.
Ensure that all information transferred to and from the cardholder is recorded accurately, and that confidentiality is maintained in accordance with the FCA Regulations and Data Protection Act
Be consistently focused on quality of work to ensure the correct balance between customer service and adherence to bank policies and procedures is maintained.
Assist with special projects and miscellaneous duties as assigned.
What we are looking for:

Fluent in English both written and verbal
Must be happy to work night shifts
Customer Service or Contact Centre background would be beneficial
Well organised with excellent multi-tasking abilities
Convey a professional, courteous and positive attitude at all times
Excellent communicator Read more