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.
• Clear communicator, both written and oral.
• Basic numeracy, Literacy and computing skills.
  
• Experience working in a customer service/collections environment answering inbound and 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.
• Energy and enthusiasm when working in a target driven environment.