Customer Service Executive

Job Description

Customer Service Executive *This role is a hyrbid role - WFH & office based* SmartDebit, based in Bagshot, is a dynamic company, growing rapidly, and investing significantly. We are seeking the very best candidates, who want to make a mark, can innovate, enjoy hard work, and can take the business forward quickly. We expect candidatesto have an interest in financial services, to research the company and our services.SmartDebit is the UKs leading Direct Debit bureau specialising in payment processing on behalf of businesses, not-for-profits and the public sector since 1998. SmartDebit are currently recruiting a Customer Service Executive to join their team based in Bagshot,Surrey. This is a great opportunity for an enthusiastic Customer Service professional who wants to progress and be part of a well-established, growing professional organisation.Key Duties and ResponsibilitiesAs a Customer ServiceExecutive, you will be responsible for responding to incoming customer enquiries via the telephone live chat and email, delivering an exceptional standard of service at all times.Development of key account customer relationships, you will deliver valuable support throughout the entire customer life cycle, resolving any queries in an efficient manner to ensure total customer satisfaction.Providing valuable support to all new SmartDebit customers from their initial post sale set-up through to delivering new customer demonstrations, ensuring customers fully understand our systems and know where to obtain self-help documents. Daily maintenance of customers SmartDebit accounts including data entry of day-to-day processing values using Excel, delivery of daily reports and ensuring the accurate transfer of customers collected funds.Liaison with other departments to ensure customers technical issues are resolved whilst continuing to champion the customer and retain customer ownership.Adhere to process instructions and guidelines to handle contacts, achieving KPIs, meeting SLAs and team targets. Key Skills & Knowledge:As a Customer Service Executive, you must possess strong communication skills.Have a professional, friendly telephone manner. Numerate and accurate with a high attention to detail.Be enthusiastic, willing to learn and a problem solver.A strong team player.You must also have a strong customer focus and a willingness to advance your skills.Previous customer service experience within a B2B environment.Fully computer literate with complete MS packages, particularly Excel - ability to be trained in new software solutions.Ability to work well under pressure, to multi-task and change priorities to suit the needs of the business.Experience in dealing with live chats a bonus.Key Competencies Customer Focus - Understanding and anticipating internal and external customers needs and aspirations through building rapport and taking personal ownership of their requirements.Teamwork - Demonstrating the ability to work as part of a team, sharing knowledge and experience, recognising the strengths and weaknesses of others.Communication - Making appropriate use of different methods to simply and effectively communicate at all levels, engaging others in the achievement of business goals.Planning & Organising - Taking an organised and methodical approach to identify priorities, maximise time and ensure the achievement of objectives.Problem Solving - Quickly and efficiently assimilating and evaluating complex information to enable effective problem analysis and quality decision-makingTraining and SupportThe successful candidate will be provided with full training on all SmartDebit systems and processes. This training will provide you with all the skills you need for the job. As in most customer service environments, your calls are recorded and some will beused in coaching sessions along with emails you create to help you maintain the high quality our customers expect. This role offers the opportunity for self-development and the chance to help shape the future growth of our business.