Contact Centre Account Manager

Location
Nottingham
Salary
£17,000 per annum
Posted
23 Oct 2017
Closes
20 Nov 2017
Contract Type
Permanent
Hours
Full Time

New opportunity not to be missed! CURO Transatlantic Limited have an exciting opportunity available for a Contact Centre Account Manager to join our team based in our Nottingham contact centre. The successful Contact Centre Account Manager will receive a competitive salary of £17,000 per annum depending on experience + benefits.

We are part of an international financial services organisation that provides customers with short term loans and other financial services. Since our inception in 1997 we have become one of the UK’s market leaders in our field with a very strong customer base.

Main Purpose of the Contact Centre Account Manager Role:

You will contribute to the overall success of the company by effectively delivering excellent customer service, eventually through a variety of channels such as Web chat, Email, SMS as well as voice.  As we grow, Account Managers will initially work across a broad spectrum including Sales, Collections and Customer Services, so will be required to perform a variety of duties and must be prepared to handle many tasks at once. Working within established policies and procedures with the overall intent of keeping the customer in good standing.

The Contact Centre Account Manager Key Responsibilities

- To put the customer first in all instances

- To service existing customers and seek out new customers

- Presenting and selling company products and services to current & potential new customers

- To conduct yourself in a professional manner

- Trouble shoots problems and provides the solution for the customer

- Handle inbound and outbound calls / SMS / Emails/ Web chat

- Respond to customer enquiries in a timely manner

- Provide appropriate payment options within company guidelines

- Handle and resolve customer complaints – ensure we deliver first contact resolution

- Accurately enter customer information on company systems according to process and policy guidelines

- Identify and escalate priority issues

- Meet or exceed company call quality targets

- Meet or exceed company financial targets

- Meet or exceed individual performance expectations

- Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions

- Ensure compliance with policies and procedures across all business functions

What makes you our ideal Contact Centre Account Manager?

- Minimum of 12 months Customer Service, Sales or Collections experience within a contact/call centre environment

- Demonstrated effective communication and interpersonal skills

- Demonstrated problem solving skills

- Proven data entry experience

Skills and Experience

- Strong communication skills, both written and verbal, along with a sound work ethic

- Excellent listening and negotiation skills, with particular emphasis on attention to detail

- Ability to multi task & work well under pressure

- Good knowledge of financial regulations, in particular those relating to debt recovery

- To be flexible with a can do attitude

- Excellent team player

- Well-developed organisational skills

- Ability to use own initiative

- Ability to work with others and take direction as necessary

- Sound knowledge of sales principles and methods

- Sound knowledge of debt recovery principles and methods

- Successful decision making and negotiating abilities  

- Proficient in relevant computer applications, along with good key board skills

Don’t miss out on this fantastic opportunity to become our Contact Centre Account Manager, click ‘Apply’ now!

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