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Customer Service - Contact Centre Agent
viva
6 months ago
£23,000
Full-time
Milton Keynes, United Kingdom
Description

Customer Service / Contact Center Agent - Join us on the growth journey!

Customer Service / Contact Center Agents play a crucial role with customer retention through resolving customer enquiries and potential complaints (verbally, in writing and via web chat) providing sound advice, promoting Viva Wallet products and services.

Viva Wallet is one of the fastest growing Neo-banks in Europe with a footprint in 23 countries, experiencing double digit monthly growth and partnering with one of the word’s largest banks. We lead technology development with first to market applications such as Tap on Phone to turn your mobile phone into a payment terminal.

About the role:

As a customer facing role, the Customer Service / Contact Center Agent acts as an ambassador for both the company and the Viva Wallet brand, ensuring that we always go above and beyond to meet the needs of our customer, and deliver excellent customer service every time.

Shifts:

Days:

Staggered shifts throughout the day from 7am to 11pm working 5 days out of 7. Shifts mainly comprise 7am to 3pm, 9am to 5pm, 1pm to 9pm and 3pm to 11pm.

Nights: (5 nights every 2 months)

11pm to 7am

Key Responsibilities as Customer Service / Contact Center Agent:

  • Identify, research and resolve customer issues using our CRM systems and tools;
  • Utilise a range of communication methods – including written, email, verbal and webchat;
  • Ensure that incidents are resolved in a timely manner to meet defined departmental service level targets;
  • Communicate progress and resolution of issues to internal and external customers and management (where necessary);
  • Engage with other department (i.e. sales/KYC) to resolve issues / bottlenecks that may be negatively impacting the overall customer experience;
  • Handle customer complaints in a calm and professional manner, providing appropriate solutions and alternatives within reasonable time scales;
  • Ensuring attention to detail, in particular with merchants who may have similar problems, and reporting problems as necessary through the appropriate channels;

Requirements

Key Responsibilities as Customer Service / Contact Center Agent:

  • Significant experience of working in a busy customer service call-centre environment;
  • Experience of working with relevant computer programs (i.e. CRM software) and customer service webchat systems;
  • A proven track record of meeting and exceeding targets and adding value

Personal Profile, you will:

  • Be a confident communicator and competent with with a sound commercial acumen;
  • Hold stakeholder engagement skills and the ability to interact confidently and professionally with a wide variety of people at all levels;
  • Proactively seek solutions to conflicts;
  • Remain calm under pressure and to deal with potentially emotive issues in a calm, professional and constructive manner;
  • Be highly organized with attention to detail;
  • Take ownership of tasks and work with pace;

Benefits

  • Basic Salary: £23,000 per annum (including shift allowances);
  • Genuine career development opportunities across the organisation;
  • Company pension scheme;
  • Holidays 22 days rising to 25 + bank holidays
  • Free gym membership
See more...
About the company
viva
Customer Service / Contact Center Agent - Join us on the growth journey!Customer Service / Contact Center Agents play a crucial role with customer retention through resolving customer enquiries and potential complaints (verbally, in writing and via web chat) providing sound advice, promoting Viva Wallet products and services.
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