Customer Service Representative Remote
Job description
Role Overview
NCO Europe currently looking Customer Service Representatives to join us to work on behalf of an American/global credit card company. The ideal candidate will have good communication and problem-solving skills. Previous telephone customer service experience will be a distinct advantage, however people from retail and hospitality background are strongly encouraged to apply.
About us
NCO Europe is a leading Financial and Customer Care outsourcing partner. We have trained multi-lingual employees using cutting-edge technologies to ensure our customers receive the best possible outcome.
We offer our clients bespoke outsourcing services tailored to their specific geographical, regulatory and customer service requirements.
Our Offices are based in the heart of Preston City Centre and close to all transport links.
What you will be doing
The purpose of the role is to secure the resolution of outstanding credit card balances through direct contact with customers via telephone and email interactions, you will be working with the customers to agree affordable and sustainable repayments Manage a caseload of customer accounts, contacting the customers to gather key information and agree a mutually acceptable payment solution.
· Interacting with Customers to agree a sustainable, affordable repayment plan based on a standardised income and expenditure framework
· Using questioning skills to identify the customers financial circumstances and provide the best outcome for our customers and client
· Identifying potential vulnerable customers using strong customer service skills and asking the right questions
· Strong written ability to correspond with customers by email and letter
· Accurately updating the system with notes that reflect the conversation and ensuring that we provide a seamless customer journey
· Adherence to TCF/FCA and other regulatory rules, principles and guidance (full training will be provided)
What we are looking for
Candidates who want to deliver first class customer service to our customers, who are willing to learn and want to progress.
Full Training will be provided to the successful candidate however some of the below skills are desirable and will be an advantage in the role:-
- Customer service experience
- Genuine passion to help customers in difficult situations and can demonstrate empathy
- Ability to work as part of a Team
- Understanding of Treating Customers Fairly, FCA Conduct Rules
What we offer
We offer the following benefits:
· Working from home available for those that have the right environment at home following initial training
· Monthly NCO bonus opportunity of up to £250
· Premium monthly bonus opportunity from our client
· Provide all equipment required to work from home
· Exciting incentives
· Access to PerkBox for all employees to gain access to nationwide benefits such as discounts at restaurants, supermarkets, health clubs, online retail outlets and much more
· 28 days holiday per year (including Bank Holidays) and 1 additional holiday for each completed year of employment
· Training & development
· Superb progression opportunities
· Volunteer opportunities
· Annual Awards Evening
· Employee Assistance Programme
NCO are committed to Diversity and Inclusion for all employees and applications from all individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belie, marriage and civil partnerships
If you believe that you have the required skills, please forward your CV and a cover note to our recruitment inbox via the link below. We strive to reply to every applicant however if you have not heard with us within 2 weeks of your submittal then you have not been successful.
Good Luck!
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties required of employees assigned to this job
Job Types: Full-time, Permanent
Salary: £18,525.00-£19,500.00 per year
Benefits:
- Casual dress
- Company events
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Work from home
Schedule:
- 8 hour shift
- Overtime
- Weekend availability
Supplemental pay types:
- Bonus scheme
- Performance bonus
COVID-19 considerations:
COVID-19 considerations:
Our Housekeeping Team are onsite all day cleaning all high touch surfaces
Our desks are spaced
Work Location: Remote
Reference ID: Customer Service Rep
Expected start date: 06/03/2023
