Contact Centre Agent

1 month ago

Belfast, United Kingdom Industrial Temps Full time

Our client, based in **Belfast,** are seeking a **Contact Centre Agent** to join their team.

**Pay Rate**: £10.72 Per Hour + Holiday Pay

**Hours Per Week**: 20 - 37

**Working Hours**: Must be flexible to work between Monday to Friday 7am - 7pm, Saturday & Sunday 8am - 6pm

**Job Type**: Full Time or Part Time, Temporary

**Job Duties**:

- Answer all telephone enquiries from the general public in a timely manner
- Provide accurate timetable and fares information for all services
- Acknowledge and record customer complaints
- Reserve seats for Online First Plus Enterprise reservations and contract tickets
- Assist in the renewal of passes
- Respond to general enquires for the group and transfer calls to the relevant department
- Respond to enquiries on e-commerce products
- Undertake additional tasks as may be required by the Company

**Job Criteria**:
**Essential**:

- Minimum of 1 years’ experience in a customer service role or possess World Host Level 2 accreditation
- Ability to complete forms and provide written responses to customer enquiries.
- Ability to manage a high volume of in-bound calls and customer enquiries in a fast-paced work environment
- Minimum of 3 GCSEs at grade C or above, or equivalent, including English and Maths, or alternatively, be able to demonstrate at least 2 years’ relevant customer service experience
- Ability to provide a professional service to customers and relay accurate information on timetables, tickets and product types

Excellent verbal communication skills, demonstrating a professional, confident approach when dealing with telephone calls from customers
- Ability to read and interpret timetable information accurately
- Experience of using Microsoft Word, Excel and Outlook
- Ability to work on own initiative and as part of a team
- Excellent interpersonal skills with the ability to build rapport and demonstrate empathy when dealing with customers
- Ability to work under pressure
- Ability to work a range of shift patterns during Contact Centre opening hours including evenings and weekends

**Desirable**:

- Experience of managing a high volume of in-bound calls
- Experience of working in a contact centre
- Minimum of 2 years’ experience in a customer service role
- Experience of dealing with customers using social media platforms
- Able to use online programmes such as Journey Planner
- Experience of using Microsoft Teams

**Additional Information**:
For more information, please contact our Belfast office on **028 9032 2511** and ask to speak to Rachel.

**INDUSTRIAL TEMPS IS AN EQUAL OPPORTUNITIES EMPLOYER**

**Job Types**: Full-time, Part-time, Temporary contract
Part-time hours: 20 - 37 per week

**Salary**: £10.72 per hour

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

**Education**:

- GCSE or equivalent (required)

**Experience**:

- customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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