PA
papernestCustomer Care Expert – CDI
Customer Care Expert managing client inquiries and providing solutions for Papernest. Interacting via phone, email, and chat in a dynamic, hybrid environment.
About the role
- Handling Customer Inquiries: Efficiently manage incoming calls, emails, and live chats to resolve customer inquiries and provide accurate information about our products and services.
- Supporting Customers: Identify solutions and explain alternative channels to enable customers to self-serve.
- Resolving Issues: Quickly address customer problems, complaints, and queries at the first point of contact, ensuring a positive customer experience.
- Providing Technical Support: Offer technical support and troubleshooting assistance regarding our products or services.
- Customer Relationship Management: Maintain and update customer records in the database, ensuring accurate documentation of interactions.
- Effective Communication: Communicate clearly and effectively with customers to understand their needs and provide appropriate solutions.
- Collaboration: Work with team members and other departments to escalate complex issues and improve service delivery.
- Continuous Improvement: Gather and share customer feedback to help improve products, services, and processes.
- Adhering to Policies: Follow company policies and regulatory guidelines to ensure compliance and maintain high quality assurance and service standards.
Requirements
- Proven Call Centre Experience : Demonstrated success in dynamic call centre environments.
- Financial Services Expertise: Solid background in the financial services sector.
- Exceptional Communication Skills : Outstanding verbal and written communication abilities.
- Adaptability: Thrives in fast-paced, ever-changing environments.
- Organizational Mastery: Strong organizational and time-management skills.
- Customer Journey Insight: Comprehensive experience across the entire customer journey
Benefits
- Competitive salary
- Potential for part time working around other / family commitments
- Pension contributions
- Bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover
- Employee assistance program
Job title
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Experience level
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