Customer Service Consultant, Jobs, Scotland, Glasgow

Customer Service Consultant - Glasgow

£Competitive and pay upgrading scheme (depending on experience) plus bonus, pension, health insurance, life insura - Technology - Contact Centre
Ref: 6257 Date Posted: Monday 20 May 2019
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Customer Service Consultant

Job Role

To provide exceptional levels of customer service and achieve performance targets by taking / making inbound and outbound telephone calls on behalf of the organisation’s clients to their customers for the purpose of recovering outstanding debt. Handling customer correspondance and replying in line with current practices.

As a Customer Service Consultant, you must be highly motivated, competitive and focused as well as target driven. You must also be energetic, assertive, positive and able to handle difficult conversations.

 

Hours of Work

The working week is based on 42.5 hours, this is broken into 2 different shift options as detailed below:

 

Option A - 3 shifts working 9am to 5pm and 2 shifts working 9am to 8pm.

  • 9am to 5pm = 30 minute lunch with 2 ten minute breaks.
  • 9am to 8pm = 1 hour lunch with 1 ten minute break and 1 twenty minute break. 

 

Option B - 3 shifts working 9am to 6pm and 2 shifts from 11am to 8pm.

  • 9am to 6pm = 30 minute lunch with 2 ten minute breaks
  • 11am to 8pm = 30 minute lunch with 2 ten minute breaks 

 

Additional Shifts

There is a requirement to work 1 in every 3 Fridays from 10:30 am to 7pm. You would also be required to work 1 in every 3 Saturdays from 9am to 1pm. * Saturday shifts are given a half day during the working week*

 

Experience/Qualifications

Previous experience in Collections, Sales, Telemarketing or a related role is preferred.Have a minimum of 3 intermediate 2 qualifications must include English, Maths/ArithmeticKnowledge of Windows/Microsoft Office (Essential)

 

Duties/Responsibilities

  • Deliver a consistent and professional level of service at all times
  • Make/receive calls to/from the organisation’s clients’ customers
  • To meet the organisation’s objectives – wrap-up, log-in, quality and monetary targets
  • Stay in line with the company call structure ensuring the fair treatment of all customers. 
  • Handle each call promptly and in the correct manner, updating records accordingly
  • Good written, verbal, active listening and telephone communication skills
  • Ability to maintain composure with difficult or irate customers. Must remain professional at all times. Be persuasive, persistent and self-motivated, displaying empathy, assertiveness, tact and resilience
  • Take responsibility for resolving disputes, ensuring that caller concerns are actioned correctly and all relevant parties are notified
  • Putting the customer first at all times

 

Successful candidates will be subject to a Credit File Check and basic Criminal Record Check.