Call Centre Agent

About the company

Call Agent (Temp) My client is a leading organisation seeking Call Agents to join their team based in Mallusk.

Your tasks

Job Role You will be responsible for delivering an exceptional service to customers. As one of the first voices customers hear, you will handle a wide range of enquiries, provide support and guidance, and help create positive experiences at every interaction.

Main Duties and Responsibilities

• Act as the first point of contact for customers, delivering a professional, friendly and efficient service across all customer interactions
• Handle a high volume of inbound customer calls, accurately assessing customer needs and resolving enquiries at the first point of contact wherever possible
• Manage customer enquiries received via telephone, email and online channels, ensuring responses are timely, accurate and customer-focused
• Take ownership of customer requests from initial contact through to resolution, keeping customers informed throughout the process
• Handle customer complaints with empathy and professionalism, working to achieve positive outcomes in line with company values and procedures
• Accurately record customer interactions, update customer accounts and maintain data integrity across company systems
• Complete customer service administration activities, including processing requests, maintaining records and handling follow-up actions
• Meet individual and team performance targets relating to customer service, quality standards, productivity and customer satisfaction
• Develop and maintain a strong understanding of products, services, processes and regulatory requirements to ensure accurate information is provided to customers
• Build effective working relationships with colleagues across the business to support the prompt resolution of customer queries
• Demonstrate a positive, enthusiastic and customer-focused approach, maintaining a professional telephone manner at all times
• Support colleagues and contribute to a collaborative, high-performing contact centre environment
• Undertake any other duties reasonably required by the Customer Experience Team Lead

Requirements

Essential Criteria

• Experience in a customer-facing role, with a proven ability to manage high volumes of inbound queries via phone, email, or live chat
• Minimum of 5 GCSE passes (or equivalent), including English and Maths at Grade C or above
• IT proficient with the use of Microsoft Office applications and the ability to work across multiple systems
• Demonstrated ability to investigate and resolve customer queries at the first point of contact
• Excellent communication skills, both written and verbal with the ability to communicate with stakeholders at all levels
• Ability to manage and prioritise a busy workload
• Ability to work on your own initiative as well as part of a team

Other

This is a Full-Time, Temporary Position initially for 6-8 weeks.

Working Hours: Monday to Thursday: 8.30am – 5pm and Fridays: 8.30am – 3.45pm.