We are now seeking to appoint a range of customer service support agents as we strengthen and deepen our relationships with our customers, to focus on dealing with customer enquiries raised via E mail and live chat.
Contacts may come at any stage of the customer lifecycle and will include questions about eligibility for loans, loan applications, servicing, payments details changes and collections activities.
In most cases the nature of queries raised will be routine and predictable and will be capable of being answered largely using preexisting templates (with appropriate personalization)
Part of the nature of the role is to identify unusual, complex or highly sensitive cases and escalate them internally where required for specialist attention.
Such escalations may be because of customer vulnerability or other special need or because of a non-standard set of circumstances, previous service failures or other cases of customer distress.
This is an exciting time to join us at Gain, as we are in a period of transition. A Key goal for Gain is to make our customers service experience better.
This has 2 strands to it
Reducing the complexity and frequency of the need for customer contact
Improving the ease of transaction and consumer experience when contact is made
As well as dealing with routine enquiries the team will be asked to contribute to suggestions for process and system changes to make customer’s journeys easier and simpler.
The role holder will be skilled at using interrogating and understanding account management systems to identify customer and understand the nature of their account.
The role holder will respond politely, accurately and in line with house style guidance in everyday British English to a range of written customer enquiries which arrive both by online live chat and email.
Voice interaction with customers is possible but will be rare. Most Voice interaction will be dealt with elsewhere
The role holders will work with colleagues and managers to identify and solve customer queries and will be familiar with the limits of their personal authority levels, the location and appropriateness of standard templates and the circumstance in which escalation is required.
Organization GradeTBD Position TitleCustomer Service Agent DepartmentCustomer Operations Reporting RelationshipsReports to Customer Service Director Cross Functional RelationshipsInternal Teams / Suppliers / Customers LocationDelhi,NCR / Chennai
Critical Business Activities
Receive, understand and respond to a range of written customer enquires whether in chat or email
Provide reassuring, accurate and policy aligned responses to customers
Able to understand and interpret poorly worded or vaguely expressed issues to identify underlying customer needs
Investigate customer queries thoroughly to ensure that ALL of the presenting query has been addressed.
identify and escalate cases which fall outside of the ambit of the role For example because the customer is complaining or has identified themselves or been identified as vulnerable
Produce acceptable volume and quality of output
Raise persistent process or product issues to management
Specify, develop and measure success of new initiatives
Provide regular formal and informal updates to Ops management on issues arising from
Competencies and Experience
Technical Skills and Experience
High level of fluency in written and spoken British English able to distinguish between Indian and British English colloquial language
High level of grammatical and spelling competence
Sound keyboard skills
Able to multitask i.e. handle more than one chat at the same time or switch between cases easily
A service orientation
Flexible willing and able to change task at short notice
Self-starting- able and willing to work with limited and or remote direct supervision
Emotionally robust able to deal personally, stressful and charged cases
Able to make rational consumer friendly decisions and determine the limits of personal authority
Understanding of Microsoft office like word and excel etc.
2-5 years of experience in retail Financial Services OR a similar period on a consumer facing written led service environment (e.
g. travel, utilities, telecoms
Understanding of the financial services business OR a familiarity the payment systems
Previous experience in a UK focused Customer service environment is a significant advantage
Flexible with working hours
Strong home broadband connection is a highly desirable
Ability to work at home if required
Adjusting to Change : Ability to remain optimistic, recover from setbacks, projects cheerfulness, can cope with change, can tolerate uncertainty, adapts to new challenges, acknowledging criticism, encouraging critical thinking, gathers feedback.
Investigating Issues : Ability take up learning opportunities, acquiring knowledge and skills, updating specialist knowledge, applying practical skills, learning by doing, applying common sense, continuously improving things, identifying key issues, making intuitive judgements.
Building Relationships : Ability to put people at ease, welcome people, makes friends, maintain projects enthusiasm, making contacts, active networking, can attract attention, promotes personal achievements and can gain recognition.
Communicating Information : Should be able to successfully persuade others, shaping opinions, negotiating, can question assumptions, challenges established views, argues own perspective, gives presentations, explains things and is able to project social confidence.
Structuring Tasks : Ability to work methodically, plans activities, sets priorities, behaves ethically, maintains confidentiality, consistently acts with integrity, works quickly, maintains productivity and can multi-task.
Starting the role
In the initial start-up’ the role holder will need ot undertake the following
Become familiar with LS and Drafty products
Understand the market we serve
Become familiar with range of templates
Gain full familiarity with Systems of record
Understand the current QA process