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For Companies At a Glance
- Tasks: Engage with customers via phone and live chat, delivering exceptional service.
- Company: Join iXceed Solutions, a leading talent and digital recruitment firm with global accolades.
- Benefits: Enjoy a permanent role with competitive pay and opportunities for personal growth.
- Why this job: Be the voice of the bank, creating fans for life through outstanding customer experiences.
- Qualifications: Customer service experience is essential; financial services knowledge is a plus.
- Other info: Work in a dynamic environment with a focus on teamwork and personal accountability.
The predicted salary is between 30000 - 42000 £ per year.
Overview
Global Resource Provider | Client Partner-Recruitment & Delivery Manager | Account Manager | Sales Specialist | Business Relationship Management |…
About Us:
Founded on the grounds of innovation – iXceed Solutions, is an ISO certified, leader in Talent and Digital recruitment solutions, serving Fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards – HR Tech Startup of the year- Europe – 2022, UK IT Awards – Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC -2020 -2021 by AsiaOne and many more.
Website: www.ixceed-solutions.com
LinkedIn: https://www.linkedin.com/company/ixceed-solutions
Position: Customer Service Executive/Front Office Executive
Location: London, Slough, UK
Mode of Work: Fully Onsite Role 5 days in a week
Contract Type: Permanent role
Why my job matters
Responsibilities
- You will interact with our personal and business customers over the phone and via live chat. You will be the “voice” of Bank aiming to surprise and delight our customers by being an expert in our processes, systems and digital channels. You will deliver amazing customer service and create fans for life through your attention to detail.
- Demonstrate consistent first contact resolution by understanding customer needs, keeping to Culture, Values and Behaviours within AMAZE Direct and across Bank as an organization.
Accountabilities
- Solve problems and delight customers by asking open questions to understand needs, then provide first call resolution and fair outcomes.
- Deliver amazing customer experience using our call and chat framework and quality assurance standards; act with good faith to help customers achieve financial goals.
- Handle a range of queries, including complex issues; after training, manage business queries such as bulk/batch payments troubleshooting, token support, and international payments at retail and business levels; initially handle complex calls/chats such as complaints or support for vulnerable customers.
- Utilize product/process knowledge with resilience and professionalism to find solutions for FANs.
- Maintain KPIs: average handling time, schedule adherence, accuracy, and customer satisfaction.
- Attentive note-taking on calls and live chats; operate in a regulated environment; assist both simple and complex enquiries and support vulnerable customers.
- Communicate clearly via live chat using simple language for high-quality customer experience; ensure accuracy in spelling and grammar.
- Maintain high attention to detail while multi-tasking across multiple chats; anticipate future needs and educate customers on self-service options for long-term success.
- Operate professionally under pressure and solve complex, time-sensitive issues for personal and business FANs.
- Commit to personal growth and development; understand Bank products, processes, risk & compliance; embed knowledge to protect FANs against fraud and security risks.
- Think like a risk manager to keep customers and Bank safe; perform other duties as reasonably required.
Qualifications and Skills
I have got these skills, knowledge and qualifications (Minimum requirement)
Skills
- Resilient and tenacious, especially during busy times; aim to surprise and delight FANs on every interaction.
- Ability to manage customer complaints with empathy; ownership to resolve issues; efficient with computer systems (up to 6 systems simultaneously).
- Adaptable to high-speed, fast-paced environments where change is the norm.
- Know when to escalate to a Manager to ensure fair outcomes; excellent written and verbal communication, especially via Live Chat.
Knowledge
- Exposure to financial services is desirable but not essential.
- Experience in Customer Service essential to deliver amazing customer experience.
Other notes: You should have minimum entry-level qualifications; additional qualifications or certifications are welcome but not required.
Amazeing!
Managing myself: accountable for achieving/exceeding KPIs, timekeeping and attendance; be a team player and represent the Bank’s behaviours.
Additional Competencies
- Administers processes and systems; contributes to team activity.
- Problem solving: define problems and investigate as needed.
- Stakeholders: communicates with team and customers to ensure needs are met.
- Planning: plans daily activity with support from the team leader.
- Responsibility & Risk: works with the team leader to deliver predefined objectives; understands consequences of not following processes.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Customer Service
- Banking
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Location references:
Stoke Poges, Slough, Colnbrook, Slough, United Kingdom
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Customer Service Executive employer: ixceed solutions
Contact Detail:
ixceed solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive
✨Tip Number 1
Get to know the company inside out! Before your interview, check out iXceed Solutions' website and LinkedIn. Familiarise yourself with their values and recent achievements. This will help you connect your skills to what they’re looking for.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will boost your confidence and help you think on your feet during the real deal. Remember, it’s all about showing how you can delight customers!
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you turned a negative situation into a positive one. Employers love to see resilience and creativity in action!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Executive role. Highlight your relevant experience and skills that match the job description, especially your ability to handle customer queries and complaints with empathy.
Show Off Your Communication Skills: Since you'll be interacting with customers via phone and live chat, it's crucial to demonstrate your excellent written and verbal communication skills. Use clear and concise language in your application to reflect how you would communicate with customers.
Highlight Your Problem-Solving Abilities: The role requires you to solve complex issues efficiently. In your application, share examples of how you've successfully resolved customer problems in the past, showcasing your resilience and tenacity during busy times.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s a straightforward process, and we can’t wait to see your application come through!
How to prepare for a job interview at ixceed solutions
✨Know the Company Inside Out
Before your interview, take some time to research iXceed Solutions. Understand their values, recent achievements, and what sets them apart in the recruitment industry. This knowledge will help you tailor your answers and show genuine interest.
✨Master Customer Service Scenarios
Prepare for common customer service scenarios you might face in the role. Think about how you would handle difficult customers or complex queries. Practising these responses will help you demonstrate your problem-solving skills and empathy during the interview.
✨Showcase Your Communication Skills
Since the role involves interacting with customers via phone and live chat, practice clear and concise communication. You might even want to do a mock interview with a friend to refine your verbal and written skills, ensuring you can convey information effectively.
✨Highlight Your Resilience
The job can be fast-paced and challenging, so be ready to discuss times when you've successfully managed stress or difficult situations. Share specific examples that showcase your tenacity and ability to maintain a positive attitude under pressure.