Key Responsibilities:
* Establish customer relationships through effective questioning.
* Provide reassurance to clients at all times.
* Deliver a "First Time Fix" for clients using available tools.
* Offer expert advice and recommendations.
* Input data accurately into databases and systems.
* Take ownership of queries and achieve satisfactory conclusions.
* Update records to ensure accurate tracking of customer interactions.
* Amend inaccurate records to maintain data integrity.
* Process live updates and pending requests efficiently.
* Escalate issues promptly and adhere to established protocols.
* Ensure customers are informed about dispute progress.
* Close logs only after receiving necessary information.
* Proactively address potential complaints before they escalate.
* Achieve and exceed performance targets set by management.
* Provide exceptional customer service consistently.
Complaint Handling:
Handle complaints professionally, driving timely resolutions and delivering superior customer service.
Own complaints and take responsibility to ensure resolution, escalating when necessary and closing the loop with clients without delay.
Required Skills and Qualifications:
* Strong customer service ethos
* Excellent initiative and judgement skills
* Collaborative team player
* Customer focus and ability to build rapport
* Familiarity with data protection regulations
* Exceptional communication skills (verbal and written) including excellent telephone manner
Benefits:
As a valued member of our team, you will have the opportunity to develop your skills, work in a dynamic environment, and make a positive impact on our customers' experiences.
Join us in delivering exceptional customer service and helping shape the future of our business.