Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is currently recruiting for a Customer Support Representative. This role is essential for maintaining our high standards of customer engagement, ensuring every inbound and outbound contact is handled with the utmost professionalism and care.
Job Purpose
Job Purpose
The primary purpose of this role is to manage customer inquiries and outbound campaigns within an Asset Finance environment. This position balances high-volume, repetitive phone engagements with the technical depth required to resolve complex customer issues. We are seeking a resilient, self-motivated individual who can independently conduct root cause analysis on tricky queries, navigate multiple systems simultaneously, and maintain high energy, empathy, and service standards.
Responsibilities
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Call Handling & Engagement: Manage a high volume of consecutive inbound and outbound calls daily, delivering professional, empathetic, and clear communication under pressure.
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Complex Query Resolution: Handle intricate customer calls, utilizing root cause analysis to investigate underlying issues, resolve complaints, and prevent repeat queries.
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System Management: Efficiently operate across multiple databases, internal tools, and CRM systems at the same time while conducting live customer discussions.
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Documentation & Compliance: Accurately log call outcomes, track case updates, and maintain strict data integrity on internal CRM platforms.
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Performance Targets: Consistently meet and exceed daily Key Performance Indicators (KPIs) relating to call volume, handle times, quality metrics, and resolution rates.
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Collaboration & Escalation: Work independently with minimal day-to-day oversight while functioning as an active, supportive team member; escalate severe risk or compliance issues to senior stakeholders when appropriate.
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Administration: Assist with ad-hoc administrative and operational support tasks during lower-volume calling windows.
About You
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Asset Finance Background: Direct prior experience working within Asset Finance or financial services customer support environments.
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Analytical Problem Solver: Proven ability to look into complex customer queries, perform root cause analysis, and deliver well-reasoned solutions.
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Multi-System Proficiency: High technical aptitude with experience simultaneously navigating multiple complex systems, databases, and CRM software during customer interactions.
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Resilient & Persistent: Strong stamina and stamina for high-volume, repetitive calling environments (e.g., contact centres, telemarketing, or fast-paced support hubs) over a 1-year contract.
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Autonomous & Collaborative: Self-directed worker capable of managing workload without constant guidance, balanced with a team-first mindset.
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Strong Communicator: Excellent verbal and written communication skills with the ability to remain calm, structured, and empathetic under pressure.
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Detail-Oriented: Superior active-listening skills combined with accurate data input capability