Contact Centre Agent

Contact Centre Agents x2

My client is a well-established and leading organisation based in Belfast, who are currently seeking 2 Contact Centre Agents to join their team.

This is a Full-Time, Temporary Position initially for 5 months (has the possibility of being extended thereafter).

Hours of work: 5 days out of 7 to include weekends (37 hours per week).

Opening Hours

• Monday – Friday: from 7.00am - 8.00pm
• Saturday and Sunday: from 8.00am – 6.00pm

Successful applicants must be able to work a variety of full time/part time shifts during the above opening hours.

With an hourly rate of £11.44 per hour.

Benefit: Hybrid working

Job Role:

You will be responsible for providing accurate and efficient information which will include various information for all services whilst ensuring you deliver high quality customer service.

Essential Criteria:

• Minimum of 1 years’ experience in a customer service role or possess World Host Level 2 accreditation.
• 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.
• IT proficient with the use of Microsoft Word, Excel and Outlook.
• Excellent communication skills both written and verbal – with the ability to communicate with stakeholders at all levels.
• Ability to manage a high volume of inbound calls and customer enquiries within a fast-paced work environment as well as to complete forms and provide written responses to customer enquiries.
• Can work under pressure while adhering to deadlines.
• Ability to work on your own initiative as well as part of a team.
• Flexibility and ability to work a range of shift patterns during Contact Centre opening hours including evenings and weekends.

Main Duties and Responsibilities:

• Answer all telephone enquiries from the general public in a timely manner.
• Provide accurate information for all services.
• Acknowledge and record customer complaints.
• Reserve seats.
• Assist in the renewal of passes.
• Assist in the administration of Department for Infrastructure applications.
• Respond to general enquires for the group and transfer calls to the relevant department.
• Respond to enquiries on e-commerce products.
• Respond to customer enquiries through Live Chat medium and email.
• Undertake additional tasks as may be required by the Company.