Customer Service Specialist

28 Nov 2016
12 Dec 2016
Contract Type
Full Time
Job Description

Client Support Executives are at the heart of the business and are the first point of contact for all inbound consumer contact via phone, email and web chat. Providing first call/first contact resolution wherever possible within agreed service levels. Ensuring all clients experience great service, delivered with passion, professionalism, courtesy and empathy. Contributing to revenue through the achievement of customer satisfaction targets (NPS) and repeat business

Respond to inbound consumer registration queries.
Provide clear explanations of online registration and possible documentation requirements.
Handle and overcome objections appropriately - clearly articulating features, advantages and benefits of the service.
Engage with clients to identify and understand their requirements - referring more complex enquiries/issues to relevant teams, adhering to business processes and guidelines.
Handle incoming small business calls as appropriate and route to the correct teams (e.g. client services)
Respond to all inbound post-trade customer service queries - aiming for first call resolution.
Outbound customer service support (including responding to emails, chasing up outstanding information for clients, diarising future contact).
Liaise with the appropriate internal team to ensure query resolution in a timely and professional manner, taking ownership and escalating if required.
Resolve lower level complaints by using established objection handling techniques and determining appropriate way forward on a case by case basis (this includes assessing the 'value' of the customer and offering gestures of goodwill as resolution).
Gather information about clients current and future requirements - promoting and suggesting additional HiFX and affiliate/partner services as appropriate.
Ensure company CRM systems are accurately updated to show a clear audit trail of all client contact (written and verbal).
Route enquiries and queries to the correct team, according to business processes and guidelines.
Build and maintain effective working relationships internally to ensure prompt query resolution for the customer, referring queries as required.
Treat customers fairly.
Achieve personal/team SLAs and productivity targets.

Person / Experience Required
Great attitude towards providing the best possible service.
Strong customer focus with previous experience within a client support | customer services role.
Excellent communication skills (telephone, face-to-face and written).
Experience of supporting customers using digital online products and services.
Ability to clearly articulate the features, advantages and benefits of products and service.
Ability to resolve customer issues, queries and complaints in calm and professional manner.
Attention to detail and excellent numeracy.
Experience of delivering against SLAs / targets.
Previous experience within FX/Payments/Banking customer services role advantageous
Foreign language skills would be desirable but not essential

Please note: As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview