Customer Experience Agent

Our client is looking for talented Customer Experience Agents to join their London based team!

Key Accountabilities:

• You'll respond to customer enquiries via our email, live chat, social media and phone systems.
• You'll keep on top of changes to processes and product features by reading through the latest updates to ensure accountability to our customers.
• You will have a minimum of one 'on-call' shift per week where you'll speak to customers who get in touch over the phone.
• You'll be on the lookout for ways to improve the overall customer experience and also pass on feedback to the product team to improve the product itself.
• You will support your peers, answering questions on shared channels and hangouts.
• You will identify opportunities to generate content, with a focus on streamlining processes and knowledge across the team.
• You'll complete investigative work on customers' accounts, help troubleshoot their problems and escalate to the relevant teams where necessary.
• We have a collaborative culture so you'll be expected to be a team player and be able to build strong relationships.

Skills and Experience:

• Customer Experience background within the intricacies of financial products, delivering a high standard of customer service and support excellence
• Demonstrable experience of consistently achieving and surpassing baseline KPIs, showcasing measurable improvements in quality, efficiency, and overall performance
• Previous track record in managing multiple Customer Experience ticketing/CRM systems; adept at swiftly navigating interfaces to efficiently address queues and seamlessly transition between platforms for optimal customer support
• Ability to understand customer needs by adopting a customer-centric approach in an empathetic and compassionate manner.
• Comfortable speaking to customers through whatever platform they choose to reach out from - we encourage our agents to pick up the phone!
• We've developed a groundbreaking product and no two days at our client are ever the same - as such, you should enjoy a challenge and enjoy taking complete ownership of your work. be resilient to a continuously changing environment.
• You're able to recognise and get to the root cause of a customer's problem, and adjust your tone to fit the situation.
• The ability to take ownership of customer enquiries through to resolution - you will pride yourself on delivering a customer experience that exceeds expectations, delivering a personalised, friendly & efficient service
• Be excited to learn everything you can about a complex ground-breaking product, from payment processing to fraud, from financial regulations to brand and marketing, and everything in between.
• Be collaborative in everything you do and not be afraid to ask for help.
• Strong problem-solving skills and resilience. Because we deal with people's finances there is a lot expected from us if something goes wrong!
• A*-C GCSE-equivalent written and verbal English skills.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates