Customer Voice Support

Noon Dalton Core Values

Noon Dalton invites all its employees to embrace our core values, living them every day, in every aspect of their role.

Empathy
At Noon Dalton, being empathetic means being patient and understanding, both with Clients and with each other. We don’t make businesses conform to our requirements. We understand what they need and do our best to help them.

Simplification
We’re not looking for artificial simplicity: things that look simple but aren’t well-thought-out. We strip down our processes until all that remains is useful and essential. We remove complications and complexity for both our customers and our employees.

Continuous Improvement
We are always looking for ways to improve, both professionally and personally. Whether that means taking part in accent neutralization training, trying to better our public speaking, or evaluating our daily processes to see how we can do them faster and easier.

Job Description

Build sustainable relationships and trust with customer/clients and staff accounts through open and interactive communication mostly through inbound and outbound calls
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team targets
Handle customer and staff complaints, provide appropriate solutions and alternatives and follow up to ensure resolution
Keep records of customer and staff interactions
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers and staff
General back office/admin task
New Customer Engagement Activity - Setting up emails, texts, chat messages to be delivered the following day offering tips, tricks, reminders etc designed to make the customer experience during the 1st few months as stress free as possible.
Existing Customer Value add - Setting messages to be sent to customers offering tips for success i.e. retailers seasonal peak preparing payment terminals, team etc for increased volumes.
Identify Customer upsell & cross sell opportunities and set 1st communication to be delivered the following day. By extending the team's active hours out going calls could also be made to follow up emails.
New client and Existing client contact including tips, tricks, upsell & cross sell

Qualifications

Good English Voice Accent
US Banking and Finance client experience
Experience working in a call center or customer-support role
Strong active-listening and verbal-communication skills
Proficiency in problem-solving
Ability to multitask and manage time effectively
Strong organizational and time management skills
Effective communication skills, both written and verbal
Ability to work independently and as part of a team
Problem-solving skills and the ability to handle complex situation

Other perks/incentives

HMO month 1
Monthly performance bonus after regularization
Engagement activities
Annual appraisal
12 Days Leaves Annually
US or UK Bank Holidays (depending on account)
Birthday incentives
Fun working environment

Review Process

Regular 1o1 with reporting line manager
Monthly appraisal review
Quarterly appraisal review
Annual appraisal review