Customer Service Agent

**Ref: CSA/09/24**

**Location: 62-66 Duncrue Street, Belfast**

**Starting salary: £24,000 per annum**

**08:30 and 17:00 Monday to Friday**

**Contract: 40hrs/week - permanent**

**_ _**

**_Overall Purpose of Role_**

***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**. 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.
- Any other duties as and when requested by Management.

Essential Criteria

**_ _**_To be considered for this role, you should display the following:_**
- 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 within busy times - 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 rotational Saturdays (around 1 in every 5 weeks)
- Occasion public holiday cover is required in return for time and a half pay and a, annual leave day in lieu.

Desirable Criteria
- 6 months experience working in a customer focussed 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 development programme)
- Discretionary Bonus Scheme from January 2025
- Bank Holiday
- Clear progression pathway
- Eligible for Company Sick pay and DIS benefit after one years’ continuous service
- Private Healthcare Scheme & Cash Health Benefit scheme (upon successful completion of probation)
- 33 days annual leave inc. 8 Bank Holidays
- Company pension scheme
- Free onsite parking
- Favourable location outside Belfast City Centre
- Enrolment on training schemes, and personal development opportunities

**HOW TO APPLY**

Application Form

Equality Form CSA
- _We are an Equal Opportunities Employer_