Job Description
Contact Centre Agent- Redhill
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5 days a week in Redhill
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Working in a busy call centre, within a friendly and professional team. You will mainly be taking inbound calls relating to a variety of occupational pension schemes. You may be required to answer queries via email and be asked to provide support to the administration and customer service team.
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Responsibilities:
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• Forward on escalated calls in the correct manner
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• Maintain and develop knowledge of pension schemes
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• Provide support to the administration team
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• Support team members during busy periods
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• Work as part of an effective team
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• Answer the phones and respond to members queries to set service standards
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• Provide an efficient, professional service to meet all client/members' needs and to promote the Willis Towers Watson brand
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• Communicate with members via email
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• Make outbound calls when required
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• Hit individual (KPI of 50 calls per day) and team targets
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• Ensure timely completion of timesheets
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Essential
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• Able to work to a high level of accuracy
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• Able to work well under pressure and meet targets
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• Interpersonal skills to include good written and verbal communication
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• Computer literate
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• Excellent customer service skills and a positive, customer focused attitude
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Advantageous
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• Experience in either DB or DC pensions administration would be an advantage
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