Clerical

Job Title: Clerical

Duration: 6 month with possible extension

Location: Richardson, TX

Experience in managing a banking contact center

• Customer Service background
• Responsible for Service levels, Quality and other KPIs of the assigned team
• First level support for general inquiries and customer support, including: Inbound voice , Complaints and escalation handing
• Recognize individual customer service needs and resolve any partner concern enquiry
• Coaching & Mentoring team to provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Ability to handle complaints and customer concerns where appropriate
• Excellent customer service, negotiation and social skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Keen to progress to other levels and will consistently self-assess your own & teams' performance against agreed targets by working closely with your Operations leads
• Work effectively with a team, recognizing how teams can deliver great results
• Develop SOP’s, provide trainings and support testing during new project initiation

Responsibilities include

• Responsible to lead 15 contact center/ BO advisors. Lead customers through a variety of channels including telephone (both inbound and outbound), email and written correspondence
• Expected to acquire detailed knowledge of product ranges and excellent service to enable them to provide service excellence
• Ensure your team offers an excellent level of customer service, pro-actively serve customers across their product portfolio
• Coach & mentor agents to follow clear instructions and guidelines to resolve customer enquiries.
• Liaison with training team to enable your team to build rapport and determine appropriate solutions for the customer.
• Collaborate with colleagues across multiple departments in order to provide a high-quality service to customers

Job Type: Full-time

Salary: $15.00 - $17.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Richardson, TX 75081: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Clerical: 1 year (Preferred)

Work Location: One location