Job Ref: 213862292

Date: 2021-05-28 16:27:52

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Job title: Customer Service Agent  

Location/remote: Stoke Poges 

Contract length: 3 Months rolling 

Pay rate: £15 per hour (PAYE)

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently looking for an experienced Customer Services Agent on behalf of a leading global organisation that specialise in multiple sectors and projects including Manufacturing, Pharmaceutical, Construction,Engineering and Finance.

This role is within the Customer Services team and focuses on responding to high volumes of customer calls, written correspondence and internal queries. You will be an enthusiastic, friendly member of the Operations Team adding value to the overall level of service the business provides and helping to work towards the company vision while delivering on our values, Responsible, Excellent & Innovative. 

Responsibilities:

Effectively liaise with internal and external customers by telephone, letter and email in response to queries. 

Respond to all customer queries and requests in an accurate and timely manner. 

Process transfer requests, financial amendments and refund requests on customer contracts within appropriate time-scales. 

Ensure Customer Records are kept up to date and accurate. 

Proactively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods. 

In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer's experience and lead to business efficiencies. 

Maximise upon revenue opportunities through identification and capture of sales-leads, the collection of transfer / admin fees where appropriate and effectively deal with potential debt issues, resolving problems where possible to prevent arrears / bad debt. 

Work to industry and regulatory guidelines and time frames. 

Effectively and efficiently deal with switchboard calls ensuring that we deliver exceptional service and direct customers to the right person or department. 
Key skills:

Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing. 

Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment. 

Experience in using Microsoft Office packages. 

Excellent Communication skills – both verbal and written. 

Good Organisational and time management skills. 

Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable

Experience using a ticketing system would be beneficial
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