Job Description

Brook Street (UK) Limited is delighted to be recruiting a number of Customer Service Agents on behalf of our client located near Belfast city centre.

This is a superb opportunity to join a forward-thinking, values-driven company during a time of huge growth.

Responsibilities

* Answering inbound calls on behalf of Client Services Officers
* Returning all voicemail messages within a 48-hour SLA
* Identify and resolving client complaints where they arise
* Providing clients with accurate information and advice on their arrangement
* Entering client information into the system as required
* Updating existing client information when necessary
* Co-ordinating with Client Services Officers regarding priority issues
* Directing calls to the appropriate Client Services Officer when necessary
* Following up client calls where necessary
* Documenting all information relating to calls in line with our standard operating procedures


Skills Required:

* Excellent telephone manner and ability to actively listen
* Good problem analysis and problem-solving skills
* Customer focused with a genuine enthusiasm for customer service
* Strong attention to detail
* Ability to deliver scripted messages and manage client expectations with proven ability in objection handling
* Must be able to work independently and as part of a team in a fast-paced environment
* Must be computer literate with data entry skills
* Drive to hit specific KPI`s
* Adaptability and Resilience

Essential Criteria

* Minimum of 2 years` experience in a call centre environment
* GCSE Maths and English (Grade A-C) (or equivalent)

Desirable Criteria
* Previous experience working in a financial organisation
* Proficient in the use of Microsoft Packages (specifically MS Excel, MS Word & MS Outlook)

Please send CV via the apply link