Call Centre Agent

About the Role

Call Agent (Temp)

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

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.

With an hourly rate of £13.48

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.

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

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