Customer Service Representative (Remote)

Customer Service Representative | NCO Europe | Worldwide

Job Title: Customer Service Representative (French Speaking)

Location: Remote, UK

Salary: £22,808.00

Description

The purpose of the role is to secure resolution of outstanding balances through direct contact with customers (telephone and email) . This position will involve dealing with customers in France. Also provide the Team Manager with support to achieve the team’s goals.

Principal Responsibilities

· Manage customer interface, inbound/outbound telephone calls, emails, letters and SMSs

· Meet compliance guidelines and market SLA as instructed by the client

· Respect Data Security rules and legislations and protect customers personal information at all times

· Show discretion and respect confidentiality rules and measures

· Account management

· Obtain and track Payment Promises

· Negotiate payment of arrears

· Follow up and chase Payment Missed

· Take card payments over the phone from card members

· Advise of the consequences of non-payment and use of strategies to avoid blacklisting

· Use knowledge of market specifics to communicate clear and accurate information to card members

· Direct/manage customer requests/instructions, billing disputes or questions, missing payment investigations, customer account changes (name, contact details…), payment or credit allocations, refund eligibility

· Account reconciliations and investigations (through FTIFs or escalation to manager and C&M)

· Translating customer correspondence – using supported languages only

· Timely escalation management (internal & external)

· Ensure Call Quality standards and compliance are met

· Manage Complaints as per client and business procedures

Skills, Experience & Attributes

· Fluent in French (verbal & written)

· Excellent verbal communication (clear, concise and precise speech)

· Excellent written communication (primarily email and account notation)

· Effective listening

· Sufficient mathematical knowledge, required for their particular role

· Sound judgment and decision making

· Good keyboard typing and computer literacy

· High attention to detail

· Ability to multi-task, set priorities

· In depth knowledge of collection techniques.

· Customer service

· Negotiation skills & conflict resolution

· Tenacity and resilience

· Dispute resolution

· Understands the customer, their needs – delivering what’s promised

· Treats customers as valued, respected, important individuals

· Actively supports initiatives to improve sales and reduce costs and waste

· Delivers expected results, meets KPI’s

· Applies procedures to meet necessary regulatory/legal standards

· Minimises risk, seeks information/support when the answer to a decision is not straightforward

Job Type: Full-time

Pay: £22,808.00 per year

Additional pay:

• Performance bonus

Benefits:

• Company pension
• Free parking
• On-site parking
• Work from home

Schedule:

• Monday to Friday

Language:

• French (required)

Work Location: Remote

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home