Job Advertisement: Customer Service Agent

Location: Brigham
Job Type: Hybrid (Office/Home-based)

About the Role:
Our client, an innovative and growing company, is seeking a Customer Service Agent to join their dynamic Customer Service team. This role is crucial in ensuring customers receive a high and consistent level of service across the full range of the Bank’s products.

Key Responsibilities:

• Customer Interaction: Manage customer inquiries via telephony, email, social media, and in-app conversations (when live).
• Complaint Management: Support and manage the complaints process, ensuring customers receive appropriate resolutions.
• Vulnerable Customer Support: Provide tailored assistance to vulnerable customers, ensuring their needs are met with care and sensitivity.
• General Administration: Perform general administrative tasks to support the team and enhance customer satisfaction.
• Issue Resolution: Assist customers in troubleshooting and solving technical issues through clear and comprehensive guidance.
• Escalation: Appropriately escalate complex customer concerns to higher-level management for timely and effective resolution.
• Performance Management: Collaborate with the Head of Customer Services to achieve departmental goals related to service and quality.
• Risk Management: Identify and report any risks within the function to ensure appropriate controls are maintained.
• Continuous Improvement: Share customer feedback to support continuous improvement opportunities within the team.

Key Knowledge and Skills:

• Experience: Minimum of 2 years in Customer Services operations.
• Interpersonal Skills: Ability to accurately read and interpret customer signals to ensure relevant and positive interactions.
• Communication: Strong verbal and written communication skills, delivered in a friendly and professional manner.
• Problem-Solving: Capable of efficiently analyzing situations, identifying causes, and providing practical solutions.
• Time Management: Effective time management skills to balance tasks and ensure prompt customer resolutions.
• Patience: Ability to remain calm and composed in challenging situations, ensuring a positive customer experience.
• Empathy: Demonstrated empathy to understand and relate to customer concerns, providing support as needed.
• Conflict Resolution: Adaptability and a positive attitude in resolving diverse customer conflicts.
• Team Player: Strong team-building skills to foster positive relationships with colleagues and contribute to overall success.

Work Environment and Benefits:

• Hybrid Schedule: A maximum of 3 days per week in the office.
• Working Hours: 9:00 AM – 5:30 PM, with potential flexibility.
• Holidays: 25 days of annual leave, plus usual financial services benefits, and a day off on your birthday.

Why Join Our Client?

• Innovative Environment: Be part of a forward-thinking company where ideas are valued.
• Career Development: Opportunities for professional growth and advancement.
• Supportive Team: Work within a collaborative team that supports each other and thrives on success.