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Job type: Full time - Permanent
Hours: 44 Hours per week; Mon to Fri from 11am to 7pm, and Alt Sat 10am to 6 pm, with the 6 months of probation period
Location: Vauxhall, London
Position reports to Agent Support Manager
Key responsibilities:
• Be the first point of contact to handle all agent’s issues
• Develop and maintain good relationships with customers and agents
• Assess and resolve inquiries, requests and complaints, primarily on the telephone, also by other electronic access channels. E.g. Skype, Google chat etc.
• Maintain and control agents cash deposits into our bank account to pay off their credit balance in company’s operating system (Omnex).
• Review agents’ accounting balance on weekly basis
• Ensure all Compliance rules are applied consistently to prevent money laundering, applying the correct rules and regulations in every territory it operates.
• Use sound judgment and take decisions within established procedures for each service requested by customers/agents.
• Inform Supervisor of any issues which you cannot handle.
• Provide comprehensive information about our services to all agents along with the policies and procedures of Small World.
• Maintain electronic and written databases of letters, emails and forms which received from agents/customers.
• Encourage agents/customers to provide feedback on our services and recognise the improvement and changing needs of the business.
• Undertake general administrative duties, e.g. send welcome/thank you emails to agent’s customers, send offers, leaflets etc.
• Ad hoc duties as required
Essential work skills:
• Excellent communication skills, both written and verbal
• Written and verbal fluency in English
• Demonstrable ability to deliver high level of customer service
• Be able to work independently as well as part of the team
• Work calmly when under pressure
• Ability to be attentive to and patient with all stakeholders.
• Good numeracy and computer skills
• Have an excellent understanding and experience of the operation.
• Strong interpersonal skills
Interested?
Please email your CV to UK HR Department at hr.uk@smallworldfs.com, with the reference: AS_12
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