Online Customer Support Representative

As an Online Customer Support Representative you will be responsible for responding to incoming customer queries via post and email in a respectful and ethical manner to ensure a positive customer experience.

Key responsibilities:

  • Contacting customers via email in order to reach an understanding of the customers’ financial circumstance and where appropriate, setting agreeable repayment arrangement. 
  • Responding to incoming customer emails and letters in timely, clear and ethical manner.
  • Through correspondence with customers demonstrate understanding and empathy towards their situation, responding to any questions submitted. 
  • Communicating with customers in a clear and respectful manner whilst observing regulatory requirements and maintaining adherence to GDPR.
  • Building rapport with customers and creating a positive customer experience.
  • Issuing bespoke responses to requests from the Collections floor.
  • Effective note taking – ensuring records of calls are complete, accurate, professional and a true reflection of the contact.
  • Update records accurately and manage the customer contact in line with specified procedures.
  • Meeting and exceeding monthly targets including call quality and compliance.
  • Attending meetings and training as required, completing annual CSA CAI accreditation and demonstrating compliance competence via internal testing.
  • Building and maintaining new relationships with non-contact customers

Essential Skills:

  • Previous experience working in an administrative role
  • Excellent written and verbal communication skills
  • Possess a keen eye for detail

Desired Skills:

  • Previous experience working in a customer service environment

Benefits:

  • Salary increase with service
  • Monthly bonus
  • Ongoing training and career development
  • LinkedIn Learning Courses
  • Onsite gym
  • Discounts on high street vouchers
  • Pension scheme
  • Employee Assistance Programme

 

 

Please enter your first name and surname
Please enter your email address
Please enter your telephone number
Please enter the job role you wish to apply for
Please upload your CV
Please upload a covering letter