Italian + Portuguese Customer Service Agent (Temp) in Edinburgh, Scotland, United Kingdom

Italian + Portuguese Speaking Customer Care Agent (Temporary) Are you fluent in both Italian and French and would enjoy using these languages in a job? Are you interested in working for a large international company with a multilingual and multinational atmosphere? Do you have excellent communication and people skills? Then this job is perfect for you! My client operates 24/7, and that gives you the opportunity to be flexible with your shifts. They also offer a good benefit package as below: *40 hours contract - 24/7 service - flexible shifts *Night shift allowance *Perks: employee benefits scheme that works with the best UK retailers *Learning and Development courses *Career opportunities within the account *Monthly incentive prizes that go up to £180 per month What you need to do in return? Well…you need to effectively use your excellent customer service skills for our cardholders; assist them with their card inquiries over the phone; advise them on procedure and give the best resolution. The company works on a fast paced environment and flexibility matters. RESPONSIBILITIES *The main responsibility of this role will be to support cardholders within the UK via phone. *The job holder will provide a single 'window' and act as a representative for the company, providing first class support and acting as a point of escalation in the resolution of cardholder enquiries. Using a Customer Service Application and Global Messaging System the job holder will liaise with teams in UK, India and staff onsite to facilitate the resolution of enquiries *This role will require flexibility over working hours and the job holder will be expected to cover shifts where the contact centre is working on a 24 x 7 basis KEY RESPONSIBILITIES *Handling enquiries from cardholders by phone. Enquiries typically *include: *Lost/Stolen cards *Disputed transactions *Declined transactions *Complaints *General information / training on card usage *Assisting cardholders accessing balance and transaction information via IVR *Handling customer complaints, taking responsibility to investigate, escalate and track appropriately - providing the cardholder with a timely and satisfactory resolution *Upon solving incidents look at the root cause of the issue and suggest processes/procedures improvements where possible *Provide education on to cardholders regarding the product, servicing and usage *Educating cardholders to use the automated telephone service (IVR) and in doing so, reduce reliance on face-to-face customer support thus increasing the IVR termination rate. *Fraud Prevention - working with the fraud prevention team to analyse, identify and stop any instances of fraud EXPERIENCE REQUIRED *Fluency in English, Italian and Portuguese *Previous experience in Customer Service, preferably in the Financial industry *Computer literate: Word-processing, Excel, internet and general systems usage *Ability to provide empathy, sympathy, maturity and support to distressed callers *Ability to solve problems within tight deadlines *Ability to handle conflict and take ownership for query resolution via liaison with the client and internal Operations *Ability to work under pressure is essential *Flexibility - within a Multicultural environment and client base *Demonstrate initiative, with the ability to multitask and prioritise to tight deadlines *Experience in Cards business highly valued *Effective listening skills * All offers are subject to successfully passing a credit and disclosure Scotland check * If you are interested in this position, please get in touch with Rachel on <phone number removed> or apply online. I look forward to hearing from you!

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