Customer Service Agent

6 months ago

Belfast, United Kingdom Aircoach Full time

**Job Title: Customer Service Agent (Part-time)**

**Location: National Contact Centre, Belfast**

**Contract: Part-time, Permanent**

**Hours: 20 hours per week**

**Salary: £11.20 per hour**

**Do you fancy a new career? Join our team today**

**About us**

Aircoach is a subsidiary of First Group Plc which is one of the largest transportation companies across Ireland and the United Kingdom. We are Ireland’s leading private bus and coach operator, with services between Belfast, Derry, Cork, Galway, Dublin City and Dublin Airport.

During the last year around 2.4 billion people relied on First Group to get to work, to school or college, to visit family and friends and much more and, each day, every one of our 100,000 employees works hard to deliver vitally important services for our passengers.

**Our team**

In our National Contact Centre, we always strive for excellence by providing the best level of customer service, with passion, integrity and empathy. We provide support to customers across our services in Dublin, Cork, Galway, Belfast and Derry.

**Key responsibilities**
- Providing support within a timely manner.
- Always maintaining a friendly attitude, winning personality and professionalism.
- Accuracy in recording customer interactions throughout various systems.
- Redirecting travel related issues or complaints to our supervisors.
- Working outdoors on occasions co coordinating passengers and coaches.
- Adhering to internal processes, policies and procedures, whilst complying with GDPR rules.
- Adhering to KPIs, whilst ensuring customer satisfaction.
- Participate in training and development initiatives.

**What we're looking for**
- A minimum of 6 months experience within in a high-volume, fast paced, customer focused Contact Centre or similar (desirable).
- Outstanding written and verbal communication skills.
- Proven experience in troubleshooting and handling customer complaints.
- Experience of delivering high quality written responses to complex queries (desirable).
- Ability to network with the wider team across multiple functions.
- Ability to multi-task, prioritise and manage own workload.
- IT skills including Microsoft packages.
- Ability to work well under pressure.
- Previous experience of working to KPIs, in particular focused on delivery, production and quality (desired).

We can offer you a rewarding career with real progression opportunities at Aircoach and the wider FirstGroup family

At Aircoach we are committed to ensuring diversity and inclusion in all that we do. This starts with how we recruit people into our organisation.

**Job Types**: Part-time, Permanent

**Salary**: Up to £11.20 per hour

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Private medical insurance
- Referral programme

Schedule:

- Day shift
- Monday to Friday
- Overtime
- Weekend availability

Application question(s):

- Are you able to work a minimum of 20 hours per week?
- Are you able to work a minimum of 2 weekends a month (Saturdays and Sundays)?

**Experience**:

- Customer Service: 1 year (required)

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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