Customer Services Advisor

Job Description

**MUST BE AVAILABLE TO START NEXT WEEK**Customer Services AdvisorHybrid Working - Leicester Square£13-£15 phThe Client:- My Client isan award-winning, fast-growing fintech, and one of Europes leading cash deposit marketplaces.The Role:-The Client Services team has a wide range of responsibilities including client technical assistance, platform support, complaint resolution, courtesy calls, maintaining fast and thorough resolutions to Trustpilot responses, acting as a Voice of the Customer,and ensuring the optimal journey and experience for our clients at all times.You will be responsible for providing a friendly, professional, premium, and personalised service to our clients to enable their continuous support through fast resolutions to their queries or complaints. Your days are guaranteed to be varied and we encourageyou to voice your ideas with ways in which we can improve our service. Your responsibilities will include:

• Proactively managing and responding to all client enquiries via emails and chat
• Working with the client in mind to continually improve service levels and customer satisfaction
• Maintaining effective relationships with Compliance, Onboarding, Product and Sales & Marketing teams and dealing with internal escalations
• Proactively contributing ideas to optimise process efficiency across Onboarding and wider Operational teams to be part of our constant progression to excellence
• Adhering to SLA and KPIs in relation to Onboarding and escalated where required to the Team Lead
• Adhering to the team processes and workflows and pro-actively seek to improve these for a better customer experience as well as to drive internal efficiencies
• Triaging and assigning the appropriate level of priority to the incoming client enquiries, escalating to the relevant team as required
• Holding responsibility and accountability for ticket resolution and workload prioritisation
• Regularly updating clients on their open queries and managing their expectations with clear next steps and appropriate timeline
• Obtaining and evaluating all relevant information to handle inquiries and complaints succinctly and promptly
• Keeping accurate records of customer enquiries, interactions, and details of actions taken
• Contributing to an environment of high engagement and high performance
• Acting as a role model for our culture and behaviours

What youll need:

• Previous experience providing client support.
• Significant experience of case management and handling customer complaints with patience and in a personalised, friendly manner
• Resilient and not afraid of saying no
• Strong time management/prioritisation skills and multi-tasking ability
• To demonstrate excellent communication skills, both written and verbally and be able to write clearly, simply, and accurately to communicate information to clients
• Experience of utilising and optimising CRM/Workflow management systems such as Zendesk and Salesforce would be beneficial.
• Ability to drive and adapt to change.
• An inquisitive mind that will question the what, why and how we can improve
• Confidence to question our processes and offer efficient and scalable solutions, with an ability to anticipate problems and suggest solutions
• Desire to join a team of likeminded people who strive to support each other and give back to the community
• Proactive and takes ownership
• Great communication skills to help build strong, valuable relationships across all levels
• Willingness to learn, give and receive feedback
• Communicates well and able to and build strong relationships across all levels

Our mission: To be the leading Executive Secretarial & Support recruitment consultancy in London, for employers and jobseekers alike. To receive regular updates of our current vacancies why not set up job alerts.OurREFER and be REWARDED scheme is about recognising and thanking you for telling your friends, family or colleagues about our services and how we could help them. The rules are simple: Refer a friend or colleague who is not already registered with MorganSpencer. If we place them in a permanent role, we will reward you with £200 of Gift vouchers of your choice. Remember there is no limit on the number of referrals you can make, and therefore the rewards you can claim!EQUAL OPPORTUNITIES Morgan Spencer Recruitment is committed to equal opportunities and actively seeks applications from all sectors of the community irrespective of gender, race, colour, nationality, ethnic or national origin, disability, maritalstatus, sexual orientation, having responsibility for dependents, age, religion/beliefs, or any other reason which cannot be shown to be justified.CONFIDENTIALITY: All applications are dealt with in strictest confidence and will be processed in accordance with the Data Protection Act 1998Morgan Spencer Limited, registered in England & Wales No: 4254114