Join Our Team as a Customer Service Representative!

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic, multilingual environment? If so, we have an exciting opportunity for you in our Chester office!

About the Role:

As a Senior Customer Service Representative, you'll be at the forefront of our commitment to providing a superior quality experience to prestigious corporate cardholders. Your role will involve answering telephone inquiries while meeting established quality, revenue, and productivity goals. Your mission? To ensure client delight at every interaction!

What You’ll Do:

• Handle a diverse range of cardholder queries regarding commercial card accounts in a vibrant multilingual contact center.
• Address all calls with empathy, positivity, and professionalism, adhering to departmental policies and procedures.
• Resolve complex cardholder queries, referring them to supervisors or consulting with internal partners as needed.
• Take ownership of resolving cardholder issues while maintaining up-to-date product knowledge and awareness of bank-wide activities.
• Contribute to special projects and assist with miscellaneous duties as assigned.
• Utilize your superior communication skills to promote products, benefits, and services, maximizing account usage and generating revenue.
• Ensure accurate recording of all information transferred to and from cardholders, maintaining confidentiality in line with FCA Regulations and the Data Protection Act.
• Focus consistently on quality to balance excellent customer service with adherence to bank policies and procedures.

What We’re Looking For:

• Fluency in English and at least one of the following languages: German, French, Spanish, or Italian.
• Willingness to work a variety of shifts.
• Previous experience in customer service or a contact centre setting is advantageous.
• A professional, courteous, and positive attitude at all times.
• Strong organizational skills and proactive approach with excellent multi-tasking abilities.
• Exceptional communication skills, both written and oral.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.