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.