Customer Experience Representative handling inbound customer calls related to underwriting and billing issues for AssuranceAmerica. Providing personalized support and problem - solving solutions in a fast - paced environment.
About the role
- Customer Experience Agent managing customer inquiries at a digital finance company. Involves resolving issues, providing support, and maintaining customer relationships in Manchester.
Responsibilities
- Handling Customer Inquiries: Efficiently manage incoming calls resolving 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 verbal Communication Skills – Empathetic, a good listener, ability to handle calls with vulnerable customers
- 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
- Pension contributions, including Salary Exchange facility
- Annual bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- Your birthday off each year as an additional day's leave
- 4x life insurance cover
- Option to join our company health insurance programme, provided by Vitality
- Access to our confidential Employee assistance programme
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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