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Customer Service Representative
West Midlands, Coventry
£12,900 - £14,000 + Company Pension
As a world leading Financial Services Company, our client knows that achieving success is built on some very simple foundations. Listen to your customers, communicate the benefits of your products and be efficient in the way you deliver your service. Our client's ambition is to be ‘easiest to do business with' and within Customer Service this means ensuring that their customer's needs are identified and that they deliver against these needs quickly and efficiently. They are looking to recruit Customer Service Representatives to work in their Communication Centre.
Role Purpose:
As Customer Service Representative you will respond to 'real time' customer needs and secure and develop their ongoing business.
Call handlers will be trained to have a comprehensive understanding of a range of procedures and products that they will apply to work which is quite variable in nature. You will have a good understanding of requirements and scope to adapt procedures to ensure they are met. You may also be required to make outbound calls to proactively win and retain business.
Skills, knowledge and behaviour:
Candidates will need to evidence:
* A good basic standard of verbal and numerical literacy
* Basic computer literacy and keyboard skills
* Dealing with calls from a variety of customers which can include individuals, brokers or sales people
* Processing real time customer requirements and requests for information over the phone
* Data entry and retrieval using a variety of computer systems and software packages
* They encourage all employees to identify and suggest improvements to their current processes
* Sometimes the first part of the telephone call can be helping the customer to decide what question they want to ask as some customers do not understand what product they have
Essential skills:
* Excellent verbal and good written communication skills
* The ability to build rapport quickly and establish empathetic relationships with customers via telephone
* Proven customer service skills - ie can you determine what the customer really needs without making assumptions?
* The ability to operate to agreed processes and procedures
What will you get from this role:
Our client is keen to engage, develop and empower their staff, allowing them to make a real difference to the value and service they provide to their partners and customers, and recognise and value them for their contribution.
As one of the foremost employers within their industry in addition to the facilities described above you will be eligible to benefit from:
* A competitive salary
* Performance related bonus
* A contributory pension
* A friendly, open plan office environment.
* 25 Days annual leave
Our client is also proud of their 'work hard, play hard attitude'. They run regular social activities which are hugely popular.
Additional Keywords:
Customer Services Assistant, Customer Services, Customer Services Executive, Customer Services Representative, Customer Services Advisor, customer service Administrator, Customer Services Assistant, Customer Services Executive.
To apply for this role, please simply send your CV and a covering letter via the button shown. If your skills and experience meet with our client's requirements, they will be given full exposure to your details. Applicant details submitted will only be used in conjunction with this vacancy.
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