Customer Service Agent

Our client based in Waltham Abbey are seeking a highly professional Customer Service Agent (Collections) to join their team. In this role you will be supporting our clients’ business based on client requirements and providing clarity to any queries relating to processes from inbound and outbound calls. The role will include having difficult but constructive conversations with customers.

This is a full-time position working 37.5 hours per week. Working hours will be confirmed upon commencement, as shifts will be staggered across the team. Operating hours are between 8:30am and 6:00pm, Monday to Friday. Due to the location of the office, candidates should have their own mode of transport due to limited public transport in the area. This role is paying a competitive salary of £26,227.50.

Key Responsibilities:

• Process payments accurately and in accordance with company procedures
• Negotiate and agree sustainable payment arrangements where full payment cannot be made, ensuring compliance with client and business guidelines
• Handle inbound and outbound calls with customers
• Conduct outbound calls to encourage engagement and prompt resolution
• Provide clear explanations of services, addressing customer queries confidently and professionally
• Manage difficult and sometimes confrontational conversations in a calm, respectful, and assertive manner
• Maintain detailed call notes and update customer accounts with all relevant information
• Ensure all activity complies with regulatory, client, and internal standards
• Undertake any additional duties as required by the line manager

Experience Requirements:

• Excellent listening and communication skills
• Attention to Detail
• Ability to work under pressure
• High Level confidentiality and integrity and ability to always remain professional
• Negotiation skills
• Ability to work independently

Education Requirements:

• Experience in call center environment
• Basic Computer Literacy

Why Join Us:

• Join a supportive, professional, and growing team.
• Opportunities for training and development.
• Competitive salary and benefits package.
• Modern office environment