hiya!

What will a typical day look like? Communicating with customers via inbound/outbound Calls, SMS, Email and Livechat. Reviewing accounts & negotiating resolutions with customers that have fallen behind on payments. Processing payments and payment extensions. Providing soft service troubleshooting advice for our products. Negotiating account resolutions with your customer base. Working towards key SLA’s and KPI’s. Building, maintaining and enhancing the relationships with the customers. Key Responsibilities: Upholding our brand value at all times – ‘Do the right thing’. Working with our customers to provide a beneficial customer experience. Demonstrating industry and regulatory standards on all interactions in order to deliver a positive outcome for both customer and business. Using multiple internal software systems to manage customer accounts and updating records accurately after each interaction. Handling sensitive calls with empathy, particularly relating to any vulnerable customers. Adhering to company quality guidelines closely. Responding to customer dissatisfaction and escalating issues as necessary. Defining and developing opportunities to improve processes, procedures and a better service proposition to our customers Ad hoc tasks as and when required. Key Attributes and Experience: Customer centric approach to service. Tele-Collections. Clear communicator, both written and oral. Basic numeracy, Literacy and computing skills. Experience working in a customer service/collections environment answering inbound and making outbound calls. Ability to quickly build rapport with different customer personalities and types. Confident decision maker, who works well under pressure. Strong negotiation skills, with the ability to effectively control calls with customers, ensuring sympathy/empathy is exercised where appropriate. Ability to multitask, organise and prioritise tasks according to current business objectives Resilient and professional and driven by achievement of the highest standards Energy and enthusiasm when working in a target driven environment. Self motivated and great communication skills