Customer Service Agent

🗏Job Type

Full Time

An exciting opportunity as a Customer service adviser has just become available on our brand new campaign in Century City. Our client is a financing institution with a platform that enables financing for international postgraduate students at the world’s best universities, whilst delivering competitive financial and social returns to alumni, institutional and private investors..

We are looking for high performance individuals, with exceptional communication skills, to provide our client’s customers with a first class service experience in a contact centre environment.

Key Responsibilities:

As a Customer service advisor, you will be responsible for a specific section of the applications funnel, owning the turnaround times, customer service levels, handovers and escalations (your SLA’s) of each customer through your area of expertise. With the rotation policy in place, you will also have an opportunity to work on each major area of the funnel, from new applications through to final loans disbursed, developing depth of experience while working towards an end-to-end understanding of how our client originate student loans

You will also be responsible to:

Help resolve issues first time, promptly escalate unresolved issues as appropriate
Ensure high quality delivery of customer experience across multiple channels (email, calls, chat)
Learn – and ultimately become a technical expert for - our Prodigy loan product and originations process. Use this technical knowledge to guide students through the process, to respond to customer service requests and to enable resolution. Transfer your knowledge to team mates both formally and informally
Be responsible for hitting your day-to-day service level targets. Ensure service levels are maintained and improved where possible. Be a valuable contributor to the operations function. Inject a sense of fun and fulfilment into your team environment

At times, you may be required to work closely with other functions, notably Student Marketing or our Technical Team to improve the service offering
Working Hours:

9 hour shift between 08h00 and 24h00, 24h00 and 08h00 Mondays to Fridays

(including public holidays)

Qualifications Required:

Completed Diploma / Degree in a relevant field OR 3 years working experience in the banking industry Experience, Knowledge, Skills and Attributes Required:
*

6-12 Months call centre experience, preferably in a customer service environment
Preference will be given to candidates with experience in dealing with international clients
High proficiency in verbal & written English (a neutral accent is required) Customer orientation in an international and multicultural context; able and willing to find out what the customer wants and needs and to act accordingly, taking the organisation's costs and benefits into account.
Process Control; Planning and organising; attention to detail; able to manage a relentlessly high workload containing hundreds of small tasks to 100% accuracy
A sense of urgency; energetic, resilient, think clearly, respond quickly and appropriately, do the right thing at pace.
Focus on quality; Set high quality standards for your work and strive for continuous improvement
Job Type: Full-time

Experience:

contact centre: 2 years (Preferred)
customer service: 3 years (Preferred)
finance: 3 years (Preferred)
Education:

Diploma (Preferred)


Apply Here http://bit.ly/2SSAgWB

Job id : , #75181, 20 views,

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