Customer Support Agent (m/w/d)

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Job Detail

  • Job-ID 9704


The main focus of the Customer Support Agent role is to assist our customers with any queries or concerns they may have regarding their account and to ensure we are finding and reaching the best possible outcome for them. This includes assisting customers through all forms of communication including Calls, Emails, LiveChats and Letters.
Main Duties and Responsibilities:

Listen carefully and understand customers’ circumstances and needs
Answering all customer queries via LiveChat, Phone, Email and Letter
To achieve your individual daily targets as set by the Customer Relations Manager
Dealing with customers minor complaints in a quick and effective way, ensuring the outcome is in the best interest of both the customer and the company
Answering queries from customers that are at application stage, to help them proceed with their application in a timely manner and support them through their Mr Lender journey
Assisting customers that are in financial difficulty and unable to meet their repayments
Identifying the needs of a vulnerable customer
Updating customer accounts accordingly with all the information received from any form of communication
Ensure that all communication with customers is clear and easy to understand and where appropriate is adapted to the customer’s needs
Work to continually improve on the quality of communication, ensuring customers are treated fairly to ensure good outcomes
Work within the quality assurance guidelines and carry out the standard compliance checks
Adhere to the SMCR conduct rules

Person Specification /Skills/Education and Attributes:

Approachable, empathetic, and considerate
Accurate attention to detail
A team player who can demonstrate initiative
Ability to manage own workload and meet Company targets
Excellent customer service – the ability to provide solutions
Computer literate
Excellent administrative and strong organizational skills
You must act with integrity
The ability to stay calm whilst under pressure
You must act with due care, skill, and diligence
You must be open and cooperative with the FCA, and other regulators
You must pay due regard to the interests of customers and treat them fairly
You must seek to achieve good customer outcomes specifically in relation to;
– Affordability
– Sustainability
– Customer understanding
– High levels of customer support

Job Type: Part-time
Salary: 2.000,00€ – 2.700,00€ per month
Expected hours: 14 – 20 per week

High school or equivalent (Required)


English (Required)

Work Location: Hybrid remote in 44139 Dortmund

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