Founded on the grounds of innovation – iXceed Solutions , is an ISO certified, leader in Talent and Digital recruitment solutions, serving fortune 100 companies globally. We have many global accolades to our credit – UK Enterprise Awards - HR Tech Startup of the year- Europe - 2022, UK IT Awards - Leading Talent & Digital Solutions of the Year 2022, Titan Awards- Entrepreneur of the Year -2023, Asia fastest growing HR tech companies in 2023, Iconic Brand of the Year in Staffing & Recruitment 2023, Top 4 The Most prominent Talent solutions firm to work with in 2024, Hottest HR Tech Startup by Business World, The Greatest Brands & Leaders Asia & GCC -2020 -2021 by AsiaOne and many more.
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Front Office Executive
Mode of Work: Fully Onsite Role 5 days in a week
Contract Type: Permanent role
Previous banking/financial service/insurance etc experience in the UK - very benefical
Need to have minimum 2 years of customer service experience in the UK (customer service through face-to-face/over the phone)
You will be interacting with our personal and business customers over the phone and via live chat. You will be the ‘voice’ of Client aiming to Surprise & Delight our customers by being an expert in our processes, systems and digital channels. As an Front Office Executive you will understand and demonstrate our Culture, Values and Behaviours within Front Office Executive and across client as an organisation.
You deliver customer experience utilizing our call and chat framework and quality assurance standard to guide you, you act with good faith for our customers to achieve their financial goals. • Once you complete business training you will be handling business queries such as bulk/batch payment troubleshooting, token support as well as international payments at both retail and business level. From the beginning of you journey you will handle complex call and chat types such as customer complaints or supporting our vulnerable customers. • Perform at a high level every day to deliver the key performance indicators for the role; Attending to every detail on calls and live chat is essential, operating in a regulated environment, serving both simple and complex enquiries, aiding vulnerable customers and making things right when they sometimes go wrong. • You are able to clearly articulate information being provided to customers via live chat by using simple and clear language to provide an efficient and high level of customer experience • You demonstrate the ability to maintain high levels of attention to detail and proactively correct and double check any potential spelling and grammatical errors when responding to customer via live chat • Ability to maintain high levels of attention to detail when multi-tasking as you could be servicing multiple customers via the live chat platform at any given time • You will adopt a future issue prevention mindset by looking ahead to understand what else the customer might need as part of a future or follow up request when servicing them and educate the customer on how they can self serve their query and set the customer up to win long term • How to operate professionally always, whether under pressure at busy times or when solving complex, time pressured customer issues for our personal and business FANs. • Passion to learn & understand Client products, processes, risk & compliance. Fully embedding your knowledge so our FANs are protected against fraud and any other security risks is paramount.
How to manage customer complaints effectively and with empathy, taking ownership for making things right for our FANs.
• Know when to ask for help, we encourage colleagues to ‘Bump It Up’ to a Manager to ensure we deliver fair outcomes for our FANs every time. • If you are talking to our customer via Live Chat, it’s absolutely crucial that you are able to articulate yourself in a manner that is clear and appropriate for customers.
Previous Contact Centre experience is desirable however not essential • Exposure to financial services is highly desirable however not essential • Experience in Customer service is essential to support deliver customer experience
Planning • Plans own daily activity and gets involved with team activity with the help of their team leader. Responsibility & Risk • Works closely with their team leader to own and deliver pre-defined objectives or service levels. •