Description
We are seeking a Customer Service Advisor to join our team at Barclaycard Payments Merchant Services. As a Customer Service Advisor, you will address customer questions, concerns, or requests while maintaining customer service expectations.
Responsibilities:
- Provide customer service to customer questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
- Collaborate with teams across the bank to align, promote, and integrate customer care initiatives.
- Manage and maintain customer records and documentation to ensure accuracy.
- Participate in training and development initiatives to improve customer skills, knowledge, and services.
- Identify industry trends and developments related to customer service to implement best practice in customer care.
- Execute escalation requests to the relevant team or senior management as required in a timely manner.
- Execute customer service activities through various communication channels including chat, email, and phone.
Analyst Expectations:
- Meet the needs of stakeholders/customers through specialist advice and support.
- Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
- Likely to have responsibility for specific processes within a team.
- They may lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
Requirements:
- Experience in customer service (internal or external).
- Ability to manage a high volume of customer queries without compromising quality.
- Excellent communication skills, both written and verbal, with the ability to tailor your message.
- Solid PC skills, including proficiency in Microsoft Office.
Benefits:
- A structured development path that includes complaints handling training and more specialist skill sets.
- Ongoing support and hands-on training.
- Hybrid role based in Sunderland.
This is a full-time role with a training duration of 7 weeks, Monday-Friday 9am-5pm.