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Inbound customer service role where agents will be dealing with existing customers of the bank across the UK.
The role played by the agent will be dealing with a wide variety of queries a LTSB customer may have. These range from account balance enquiries, product information, appointment booking, as well as general customer queries.
The agent would access the customers accounts by following a series of security checks and would then proceed through the call using the user-friendly computer systems.
Although essentially a customer service role, once the agent has become more confident with the position and the systems in place there will be sales-through-service attached to the role.
Sales-through-service means that during the call the agent would, in conjunction with Lloyds TSB intelligent computer system, identify any customer needs; these needs would be matched with a product which would in turn be offered to the customer by the agent resulting in a sale.
This facility is seen as an extension of customer service, and not as a dedicated sales function.
Reed - 2 years ago
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