Customer Service Agent

Description:

The Role:

Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.

Performance Objectives:

• Forward on escalated calls in the correct manner

• Maintain and develop knowledge of pension schemes

• Provide support to the administration team

• Support team members during busy periods

• Work as part of an effective team

Clients

• Answer the phones and respond to members queries to set service standards

• Provide an efficient, professional service to meet all client/members\’ needs

• Communicate with members via email

• Make outbound calls when required

• Hit individual (KPI of 50 calls per day) and team targets

• Ensure timely completion of timesheets

Minimum Criteria & Skills:

• Able to work to a high level of accuracy

• Able to work well under pressure and meet targets

• Interpersonal skills to include good written and verbal communication

• Computer literate

• Excellent customer service skills and a positive, customer focused attitude

Advantageous

• Experience in either DB or DC pensions administration would be an advantage

• Experience working within a contact centre would be an advantage