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Customer Service Administrator

Search Consultancy
Job LocationEdinburgh
EducationNot Mentioned
Salary11.00 per hour
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Revenue Protection Specialist

  • Based in Edinburgh city centre
  • Salary £20,500
  • Monday to Friday hours between 8-6pm
  • Hybrid working after 12 week training period
  • Fantastic company benefits
Key Responsibilities
  • Identifying, contacting, and responding to customers who have been flagged in high risk refund abuse reports.
  • Ensuring customer contact service level agreements are adhered to.
  • Providing accurate data for bank + police requests to help with investigations.
  • Analysing refund abuse patterns and creating rules to prevent these patterns.
  • Become a revenue protection specialist within the team
  • Collate weekly agent feedback for all sites.
  • Helping to train and pass on knowledge to other team members
  • Continually drive improvement in all areas
  • Communicate effectively with the rest of the team on trends or issues.
  • Calling customers regarding ongoing cases when requested.
  • Modernize, digitize, and manage process notes and training material
  • Using SQL and other technical systems to further improve processes.
  • Open source investigations on social media platforms.
Knowledge & Experience Essential
  • Outstanding Customer Service
  • Positive attitude
  • Able to maintain composure and deliver a professional service when customers become difficult, abusive or distressed by phone and e-mail
  • Good language & numeracy skills
  • Ability to work as part of the team but also self-manage
  • Ability to work under pressure and deliver results
  • Self-learner with an interest in development
  • Comfortable using social media platforms
  • Able to follow instructions
Desirable
  • Knowledge of Microsoft systems
  • Knowledge, experience, or interest in learning to use SQL, Athena and Tableau
  • Knowledge of UK and EU rail industry
  • Multilingual
  • Presentation skills
  • Out the box thinker
Behavioural Skills
  • Excellent time-keeping
  • Customer Champion
  • Outstanding communicator
  • Enthusiastic and keen to learn
  • Works well under pressure
  • Results driven
  • Patience
  • Adaptable
  • Quality of work essential as well as speed
  • Self-starter with a positive "can do" attitude
Benefits includeHybrid working, 25 days holiday, life assurance, Season Ticket loan, pension contributions, medical and dental insurance (subject to qualifying periods).If interested please apply ASAP, interviews conducted on 6/7th December 2021.Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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