The main focus of the Customer Support Agent role is to assist our customers with any queries or concerns they may have regarding their account and to ensure we are finding and reaching the best possible outcome for them. This includes assisting customers through all forms of communication including Calls, Emails, LiveChats and Letters.

Main Duties and Responsibilities:

• Listen carefully and understand customers’ circumstances and needs
• Answering all customer queries via LiveChat, Phone, Email and Letter
• To achieve your individual daily targets as set by the Customer Relations Manager
• Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company
• Answering queries from customers that are at application stage, to help them proceed with their application in a timely manner and support them through their Mr Lender journey
• Assisting customers that are in financial difficulty and unable to meet their repayments
• Identifying the needs of a vulnerable customer
• Updating customer accounts accordingly with all the information received from any form of communication
• Ensure that all communication with customers is clear and easy to understand and where appropriate is adapted to the customer’s needs
• Work to continually improve on the quality of communication, ensuring customers are treated fairly to ensure good outcomes
• Work within the quality assurance guidelines and carry out the standard compliance checks
• Adhere to the SMCR conduct rules

Person Specification /Skills/Education and Attributes:

• Approachable, empathetic, and considerate
• Accurate attention to detail
• A team player who can demonstrate initiative
• Ability to manage own workload and meet Company targets
• Excellent customer service - the ability to provide solutions
• Computer literate
• Excellent administrative and strong organizational skills
• You must act with integrity
• The ability to stay calm whilst under pressure
• You must act with due care, skill, and diligence
• You must be open and cooperative with the FCA, and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must seek to achieve good customer outcomes specifically in relation to;
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• Affordability

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• Sustainability

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• Customer understanding

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• High levels of customer support

Job Type: Part-time
Pay: 2.200,00€ - 2.400,00€ per month

Education:

• Associate (Preferred)

Work Location: Hybrid remote in 04109 Leipzi

• Listen carefully and understand customers’ circumstances and needs
• Answering all customer queries via LiveChat, Phone, Email and Letter
• To achieve your individual daily targets as set by the Customer Relations Manager
• Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company
• Answering queries from customers that are at application stage, to help them proceed with their application in a timely manner and support them through their Mr Lender journey
• Assisting customers that are in financial difficulty and unable to meet their repayments
• Identifying the needs of a vulnerable customer
• Updating customer accounts accordingly with all the information received from any form of communication
• Ensure that all communication with customers is clear and easy to understand and where appropriate is adapted to the customer’s needs
• Work to continually improve on the quality of communication, ensuring customers are treated fairly to ensure good outcomes
• Work within the quality assurance guidelines and carry out the standard compliance checks
• Adhere to the SMCR conduct rule