Full Time Customer Service Consultant

Glasgow City Centre - £13,500

Job Description

Provides professional customer service to client’s customers by responding to inbound telephone calls from cardholders relating to card issues, account inquiries, balance transfers, card features and other products within the client’s portfolio as well as up selling the products that are on offer to our customers. This role is key in providing a quality experience to customers to ensure our Client retains them.

Duties & Responsibilities

Working to an agreed set of KPI’s within a team, the role is responsible for providing professional customer service to Cardholders including;

Receiving inbound and making outbound customer calls and responding/resolving customer questions concerning their accounts
Escalation of unresolved issues
Sell and retain customers on card products to avoid account closures and/or solicit their card application
Have a thorough knowledge of client’s products and features
Facilitate balance transfers to eligible Cardholders
Up-sell all relevant products to customers to ensure an excellent customer experience

Skills

Strong written and verbal communication skills
PC literate with good keyboard skills.
Ability to handle multiple tasks and prioritise workloads
Ability to follow written procedures and verbal instructions
Confident telephone manner
listening skills
Problem solving and decision making
Ability to undertake repetitive tasks

Behaviours

Drive for Excellence
Teamwork & Collaboration
Navigating Change
Problem Solving
Customer Partnerships

Education & Experience

Experience of working within a customer service, sales, retail or call centre environment essential, ideally gained within a financial services environment
GCSE level or equivalent.
Exposure to results and target-driven environment

Working Hours

37.5 hours per week on a shift basis between Monday-Sunday 8am-10pm working 5 days out of 7.

Salary

c£13,500 + premium rate pay for hours worked outside of the Company’s core hours of 8am to 8pm.

Benefits

22 days holiday
DC Pension Plan
Death in Service Benefit – 3 x basic pay if in pension scheme