Customer Service Representative

1. Job Purpose The key purpose of this role is to build rapport both over the phone and email with the customers and to deal with all the queries raised by customer in a professional manner. You'll spend most of your time with customers undertaking reviews, building strong lasting relationships and helping them by offering simple, straight forward support. You might have opportunity to travel to UK based on the business requirement. 2. Core Responsibilities Handling incoming and outgoing telephone calls from both existing and prospective customers and dealing with all queries in a professional manner. To manage non voice tasks, like working on mail, secure messages and manual letters. To demonstrate an all-round knowledge of the companys products Follow up to ensure that appropriate actions were taken on customers' requests. Refer unresolved customer grievances or special requests to designated departments for further investigation. Contributes to team effort by accomplishing related results as needed. To ensure the timely communication of information to colleagues and line management To maintain timelines and work as expected to fill and complete tasks Adherence to legislative regulatory and compliance standards. 100% attendance on all the company’s mandated trainings. Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above. To respond to all enquiries, whether received by telephone, in writing, by e-mail or made in person efficiently, professionally and within any specified timescales. Coaching and training of new and existing employees, sharing of knowledge and tips with immediate colleagues. To bring to the immediate attention of an appropriate line manager any problems or issues, such as a complaint, potential fraud, a health and safety issue, a breach of policies etc.. To ensure the timely communication of information to first line manager. Follow basic behaviours and expectations of maintaining schedule adherence Follow and respect company values and act and support accordingly 3. Experience Requirements 12m previous experience working in an international call centre environment, undertaking a voice process is essential 12m previous experience working within the financial services industry is desirable 4. Qualification SSLC qualification is essential PUC qualification is essential Graduation in commerce stream is desirable 5. Knowledge Requirements Intermediate level skills in Microsoft Word and Excel are essential Basic knowledge of UK mortgage and/or savings products is desirable 6. Skill and Competency Requirements Strong communication skills both written and verbal Understanding of risks and internal controls Attention to detail and organisational skills Problem solving and analytical skills Good people management skills 7. Responsibilities re Information Security Management System (as per ISO 27001 Certification Requirements) Ensure strict adherence to company’s security policies and procedures (for ex: Password policy, clear screen and clear desk policy, etc.) Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company. Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard). Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,. Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.