Call Centre Agent - IMMEDIATE START

Recruiter
Optimus Cards UK Limited
Location
Warwickshire
Salary
17500.00 GBP Annual
Posted
10 Aug 2017
Closes
23 Aug 2017
Contract Type
Permanent

CALL CENTRE AGENT
Reporting to the Supervisor, the Call Centre Agents prime role is to provide first line support during working hours to all card customers.
The following list highlights the main responsibilities of the Agent:


(This list is not exhaustive and may be subject to change)
MASTERY OF THE BUSINESS
• Undertaking training to understand the
end-to-end process of the whole cards
operations of the business including the
use of in-house platforms, databases and
fraud systems. This will entail: Self-study,
Computer-based training, In-house training
and possible residential training
CUSTOMER SUPPORT
• Providing first line telephone support for
the customer care lines where possible
during working hours
• Liaising with vendors on card queries
that cannot be resolved by the card
operations team
ENSURING FULL COVERAGE
• Ensuring there is a backup person
present and providing a full hand over
before any leave (for lunch breaks,
holidays, etc.) is taken
• Where necessary, ensuring the daily
procedure for the 'end of office hours'
hand-over to the emergency card
support team takes place
PROCESS SUPPORT
• Supporting the process for the daily
financial settlement between each of the
parties to the card transactions
• Ensuring all the card operation
procedures are followed and, where -necessary, make recommendations for
change to procedures

This is a full time position with current shift patterns varying from 08:00am-20:00pm Mondays,09:00am-18:15pm Tuesdays-Fridays, and 09:00am-13:00pm Saturdays. -Normal working week is 40 hours, Saturday hours are additional to normal working week and is paid accordingly.

Health Care available after continuous service of 12 months.