At a Glance
- Tasks: Provide outstanding customer service and manage billing queries with care and professionalism.
- Company: Ogi, a leading Welsh telco with big ambitions and a collaborative culture.
- Benefits: Competitive salary, supportive work environment, and opportunities for personal growth.
- Other info: Great opportunity for career development in a fast-growing company.
- Why this job: Join a dynamic team and make a real difference in customer experiences.
- Qualifications: GCSE or equivalent, strong communication skills, and IT literacy.
The predicted salary is between 30000 - 40000 € per year.
Ogi is a leading full-service Welsh telco with big ambitions. We’re a network builder and operator, already hitting more than 20% penetration across our residential services. Our Ogi Pro business brand offers everything from telephony to managed IT services – and a recently launched high-capacity wholesale network spanning the M4 motorway route from Cardiff into England.
As a Collections Agent you will provide everyone with an outstanding service at every stage of their relationship with Ogi. This is central to the company’s ethos and success. The role focuses on handling customer care billing queries and issues: including invoice enquiries, adjustments, and supporting customers through debt recovery – with particular attention to vulnerable customers.
The Customer Care Collections Agent role will include, but not be limited to:
- Managing high volume inbound calls in line with our Service Level KPIs.
- Dealing directly with basic and recurring billing queries, with a focus on resolving all incidents on first contact, first time.
- Managing complex billing diligently and professionally – responding across a wide range of touchpoints from calls to emails.
- Managing payment plans – ensuring high success rate at payments.
- Ensuring our CRM is kept up to date with relevant information.
- Outbound contacting debt customers to try and recoup outstanding balances.
- Providing exceptional support where some of our customers may be in financial hardship.
- Managing existing customer debt, contacting our customers when needed to collect payments on overdue balances.
- Supporting the Dunning process, providing a customer-centric approach to debt recovery through every step of the journey.
- Pro-active work relating to early warning Direct Debit failures.
- Working on various ad-hoc projects related to debt, debt recovery, and customer account management.
- Working with and supporting our Billing Manager where appropriate.
- Contributing to the company’s customer service strategy, bringing first-hand experience of dealing with customers to the centre of the approach.
Knowledge, Skills + Experience
Desirable
- Customer care delivery – extensive experience of delivering an outstanding customer service to business and residential customers.
- Complaint experience – a background in managing and resolving customer complaints in a timely and effective manner.
- Multi-channel – experience of delivering high-quality customer services across a range of channels, including social media and online communities, ensuring a consistent approach.
- Acting as a customer champion – a track record of ensuring that your knowledge of the customer is used to inform immediate and long-term improvements across the company.
Essential
- Strong communications skills – verbally, as well as on paper and online and an ability to adapt your tone of voice to meet customer needs.
Qualifications: GCSE qualification or equivalent. IT literate, able to use Microsoft office suite application.
Collections Agent 9-month FTC in Cardiff employer: Ogi
Ogi is an exceptional employer that prioritises outstanding customer service and employee development, making it a fantastic place to work as a Collections Agent. With a strong focus on community engagement and support for vulnerable customers, Ogi fosters a collaborative work culture where employees are encouraged to grow and contribute to the company's success. Located in Wales, Ogi offers unique opportunities to be part of a rapidly expanding telco, with a commitment to innovation and excellence in customer care.
StudySmarter Expert Advice🤫
We think this is how you could land Collections Agent 9-month FTC in Cardiff
✨Tip Number 1
Get to know Ogi! Research the company’s values and services so you can show off your knowledge during interviews. This will help us see how you fit into our ethos of providing outstanding customer service.
✨Tip Number 2
Practice your communication skills! Since the role involves handling customer queries, try role-playing with a friend or family member. This will help you feel more confident when dealing with real customers.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples where you’ve delivered exceptional customer service or resolved complaints effectively. We love hearing about real-life situations that showcase your skills.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of the Ogi team.
We think you need these skills to ace Collections Agent 9-month FTC in Cardiff
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in delivering outstanding customer service. We want to see how you've handled billing queries or complaints in the past, so share specific examples that demonstrate your ability to resolve issues effectively.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing candidates who take the extra step to connect their background with what we’re looking for.
Be Professional Yet Approachable:When writing your application, strike a balance between professionalism and approachability. Use clear language and a friendly tone to show us that you can communicate well with customers, especially when dealing with sensitive situations.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at Ogi
✨Know Ogi Inside Out
Before your interview, take some time to research Ogi thoroughly. Understand their services, values, and recent developments. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you delivered exceptional customer service. Highlight situations where you resolved complaints or helped vulnerable customers, as this aligns perfectly with Ogi's ethos.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. Make sure to listen carefully to the interviewer's questions and respond thoughtfully. This will reflect your ability to handle customer queries effectively, which is crucial for the Collections Agent role.
✨Be Ready for Role-Play Scenarios
Expect to engage in role-play scenarios that mimic real-life customer interactions. Prepare by thinking about how you would handle various billing queries or debt recovery situations, focusing on empathy and professionalism.
