Customer Service Advisor

SHIFTS ARE 40 HOURS, MON-SUN BETWEEN 8am-10pm

Description
Full time Customer Service Advisor required to work within a busy call centre. The successful candidate will demonstrate outstanding Customer Service by taking inbound calls for customers of a well known bank.

*Handle incoming Service & Support calls and emails ensuring that ID and verification processes are adhered to.
*Activate customer credit card details using TS2
*Process debit card payments using TS2
*Provide assistance with balance requests, password setup and any general customer requests for information concerning the product
*Identify and capture any potential complaints and refer as necessary
*Manually pass details to the Fraud team where appropriate
*Offer PBP, Balance transfers and additional cardholders

Service Delivery
*To meet and maintain a quality standard of 85% for calls and 90% for data integrity.
*Ensure that Key Performance Indicators (KPI’s) are achieved in order to meet Service Level Agreements (SLA’s)
*Participate as required in reviews of operational processes that will support the growth of the business in terms of both revenue and client service delivery.

Quality and customer satisfaction
*Maintain a proactive approach to delivery.
*Manage self against quality targets.
*Use agreed company methodology and processes to ensure full internal and client audit trail is maintained. Input to the process of contact reporting.
*Retain and constantly update product knowledge on a daily basis on the various qualifications, using methods that are available.
*Maintain an understanding of team and operational customer satisfaction ratings. Strive through best practice management to improve ratings.

Client liaison
*In conjunction with line managers, build and maintain positive professional relationships with designated representatives of the Client’s company.
*Ensure a clear understanding of the strategic relationship with the client, and can support the same.
*Maintain current knowledge of the Client’s industry and market, taking account of working practices and cultural drivers. Share this information within the team.
*Work closely with line manager to highlight operational risks, areas for improvement, etc.
*Set realistic expectations at all times.

Communication and reporting
*Ensure that each customer contact received is handled in a courteous, efficient and effective manner.
*Escalate any potential problems and feedback from customers to the management team using appropriate methods.
*Ensure that all communication is accurate.
*Deal with change in a positive, supportive manner that represents the clients drive for excellence.
*Liaise professionally and effectively with departments ensuring that rapport building is used to maintain the relationship

Operational risk management
*Remain aware of operational contingency plans and escalation points at all times.
Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.