Customer Service Agent
7 months ago
**Location**:62-66 Duncrue Street, Belfast
**Starting salary**:£22,000 per annum
**Shifts between hours of 08:00 and 18:00 Monday to Friday inc. Saturday rota**
**Contract**:40hrs/week - permanent
If you’re passionate about providing excellent customer service and joining a company that offers development and progression opportunities, this role is for you
We are looking to appoint **Customer Service Agents** at our customer contact centre in **Duncrue, Belfast**. As a Customer Service Agent, you will play an integral role in the ongoing provision of excellent service delivery across our business. The Customer Service Agent will act as the primary point of contact for all customer related matters, providing an efficient and effective communication channel for all stakeholders. Upon commencement of employment, you will progress through a customised development programme with the aim of becoming a fully qualified Customer Service Agent within 12 months.
**Key Responsibilities and Accountabilities**
- Form part of a dynamic customer team, working closely with colleagues to consistently ensure communication and service administration systems are in place
- Act as the primary contact point for customers; managing and responding to service enquiries/complaints, providing appropriate solutions and alternatives; following up to ensure resolution, to create engaged customers and help to facilitate continual growth
- To assist in the development and delivery of service communications with customers, including outbound customer contact
- Manage and update customer orders on company software packages; populating contracts, inputting purchase orders, updating service details and any other relevant service information
- Work closely with the Business Development Department to develop sales opportunities and report on service issues
- Follow communication processes; support changes to systems, processes and working practices to achieve operational improvement
- Deliver exceptional levels of customer service and work towards agreed KPIs
- Maintain appropriate filing and management system of customer information in line with GDPR regulations
- Assist Management in dealing with requests and perform general office administrative duties
- Attendance at weekly team meetings to review team and individual performance
- Provide support/cover for reception, when necessary
- Any other duties as and when requested by Management
**Essential Criteria**
- Enjoy working with people and display good interpersonal skills
- Clear and confident communicator with excellent verbal and written communication skills
- Ability to work under pressure, yet still provide an exceptional service
- Strong attention to detail and good problem-solving skills
- Excellent organisational skills with regards to managing and prioritising tasks
- IT literate - competent in Microsoft Office Suite
- Must be flexible to work between the hours of 0800 - 1800, including rotational Saturdays (including Bank Holidays) - rotas will be communicated in advance
**Desirable Criteria**
- 6 months experience working in a customer focused role/background
- Experience working within a service-related industry
**Must be able to provide documentation to confirm your eligibility to work in the UK**
**What We Offer**
- Competitive salary (which will be reviewed upon successful completion of probation and may increase to £23,500)
- Clear progression pathway
- Discretionary annual performance bonus
- Eligible for company sick pay and DIS benefit after one years’ continuous service
- Private Healthcare Scheme (upon successful completion of probation)
- 33 days annual leave inc. 8 Bank Holiday
- Company pension scheme
- Free onsite parking
- Favourable location outside Belfast City Centre
- Enrolment on training schemes
**HOW TO APPLY**
We are an Equal Opportunities Employer
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