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What will a typical day look like?
- Communicating with customers via inbound/outbound Calls, SMS, Email and Livechat.
- Reviewing accounts & negotiating resolutions with customers that have fallen behind on payments.
- Processing payments and payment extensions.
- Providing soft service troubleshooting advice for our products.
- Negotiating account resolutions with your customer base.
- Working towards key SLA's and KPI's.
- Building, maintaining and enhancing the relationships with the customers.
Key Responsibilities:
- Upholding our brand value at all times - 'Do the right thing'.
- Working with our customers to provide a beneficial customer experience.
- Demonstrating industry and regulatory standards on all interactions in order to deliver a positive outcome for both customer and business.
- Using multiple internal software systems to manage customer accounts and updating records accurately after each interaction.
- Handling sensitive calls with empathy, particularly relating to any vulnerable customers.
- Adhering to company quality guidelines closely.
- Responding to customer dissatisfaction and escalating issues as necessary.
- Defining and developing opportunities to improve processes, procedures and a better service proposition to our customers
- Ad hoc tasks as and when required.
Key Attributes and Experience:
- Customer centric approach to service.
- Tele-Collections.
- Clear communicator, both written and oral.
- Basic numeracy, Literacy and computing skills.
- Experience working in a customer service/collections environment answering inbound and making outbound calls.
- Ability to quickly build rapport with different customer personalities and types.
- Confident decision maker, who works well under pressure.
- Strong negotiation skills, with the ability to effectively control calls with customers, ensuring sympathy/empathy is exercised where appropriate.
- Ability to multitask, organise and prioritise tasks according to current business objectives
- Resilient and professional and driven by achievement of the highest standards
- Energy and enthusiasm when working in a target driven environment.
- Self motivated and great communication skills
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