Customer Service Advisor (Collections)
Ref: CSAC | Salary: £18,000 - £20,000 | Location: Rochdale,Greater Manchester, UK | Posted: 03/01/2018
Collections Agent We are currently recruiting Debt Collections Agents. This role will involve agents taking a variety of calls in relation to maximizing debt collection, this will either be via Inbound or Outbound calls, on behalf of our clients. Experience within the debt collection industry would be desirable. You will provide a high level of service and build rapport with our new and existing customers. To show them empathy, whilst managing their expectations and ensuring all customer contacts result in a positive experience. You must show a professional manner at all times and feel at ease multi tasking to search and relay appropriate information to the customer. You need to be able to work alone or within a team. KEY TASKS • To provide a high level of Customer Service in all customer contact situations, recognising Customer Service standards and your empowerment to deliver total customer satisfaction. • To deliver a high standard of calls Inbound/Outbound in a confident, professional & friendly manner. • To understand the principles of Treating Customer Fairly Principles and apply this in your work at all times • To maximise revenues through deployment of customer centric negotiation approach on indebted customers. To achieve and exceed agreed personal and team targets. • Contribute to the development of a strong Client and Customer relationship by understanding their individual needs. • Ability to understand and retain high volumes of different procedures and information across different campaigns. • To be commercially aware and recognise and report on prospective business opportunities and competitor activity. • Communicate clearly and openly and display excellent listening skills at all times. • Ensure a positive attitude and high level of commitment to all clients and campaigns. • To ensure all customer details are captured and updated appropriately, to maximise opportunities and increase customer perception • To provide feedback to management on potential improvements to existing procedures and scripting. Essential Qualifications or Skills required: • Experience in debt collection • Excellent communication skills and high-quality customer service expertise. • Proactive • Ability to work under pressure. • Good keyboard skills. • Sales experience an advantage, however, training will be provided. This is a full-time, 40 hour contract across shift patterns between 8am-7pm Mon-Fri. There will be an requirement to work occasional Saturdays on a rota basis 9am-2pm.