JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

JOBCENTRE ONLINE

JOB OFFERS IN NORTHERN IRELAND More »

 

Customer Support Advisor – Financial Services

Shift Pattern:

Various different shifts available:
(please specific on application form FT or PT)

FULL TIME
– 37.5 hours per week
– Fully flexible working in-between operational hours of 8am to 11pm (shifts will operate on a rotational shift basis)
– You need to be fully flexible and understand that the business is operational from Monday through to Sunday
– Training Monday to Friday, 9am to 5pm for first 3 weeks
- Salary £13,065.00 per annum (£6.70 per hour)

PART TIME
– 24 hours per week
– Fully flexible working in-between operational hours 8am to 2pm (shifts will operate on a rotational shift basis)
– You need to be fully flexible and understand that the business is operational from Monday through to Sunday
- Salary £8,361.60 per annum (£6.70 per hour)

CSA are the first line contact with the client`s customers and Firstsource recognises the importance of each CSA delivering a high quality service to support the client`s brand and reflect the values of both our organisations. To deliver an exceptional, commercially focused and professional customer experience by responding to inbound financial queries from our clients customers. CSAs will form part of the Operational Team handling customer support queries.

Location:
The successful candidate will be based in Danesfort, Stranmillis Road, Belfast.

Reporting relationships:
The jobholder will report to a Team Leader.

Job Purpose:
-Provide solutions to all issues raised by customers during the one to one conversation in so far as the CSA is able.
-Deliver outstanding service by taking ownership of the customers` queries and aim to provide an immediate solution.
-Provide all relevant information to our customers whilst ensuring all regulatory compliances are followed.
-Handle customer objections and manage their expectations.
-Assist other team members to resolve customer problems / queries.
-Update relevant information accurately into the client`s systems.
-Lead by example, be approachable, and demonstrate a “can do” attitude, to develop a team working culture to help us achieve the best results.
-Undertake outbound calls for follow-up where required.
-Work to targets (e.g. quality of handling customer contacts); manage own time and prioritise tasks to meet and exceed these targets.
-Escalate issues to line manager where appropriate.

The person:
Experience/Skills & Personal Qualities
-Minimum six months hands-on experience of working in a contact centre environment within the financial industry is desirable, but experience of dealing with customers in other demanding environments (e.g. retail. leisure, etc) would also be applicable.
-Excellent telephone manner and / or experience of dealing with customers face to face.
-Basic PC literacy.
-Results driven and commercially aware.
-Excellent verbal communication skills; good listener who is able to understand and identify customer needs whilst delivering exceptional service.
-Conscientious and reliable individual who is self-motivated.
-Friendly personality shows confidence and pride in delivering excellent service.
-Open and trustworthy.
-Enthusiastic with positive attitude to work and a logical approach to problem solving.
-Keen for self-development and personal
-Flexible and embraces change.

The Package:
Hours of work: 24 to 37.5 hours a week.
Contract: Permanent.
Holidays: 29 days including 8 public holidays.
Other: Free on site gym and subsidised canteen.

Proof of Activity:
Applicants will need to provide proof of activity for 2 years prior to their start date. If you have been employed for this time, we will request references from all employers during this time to support your proof of activity. Contract of employment is subject to these documents being provided.