Our client, a leading utilities company based in Portadown are currently seeking to recruit a Call Agent to join their team.
Pay rate is £10.42 per hour plus £3.21 shift alloawance when working unsocial hours.
After 12 weeks of employment pay rate rises to £11.73 + £3.21 per hour shift allowance
Position is temporary ongoing.
Hours of Work
3 x 8 hour shifts per week on a rota basis
(weekday evenings from 3.30pm - 11.30pm)
(Sat, Sun and Bank Holidays early shift 7.30am - 3.30pm)
(Sat, Sun and Bank Holidays late shift 3.30pm - 11.30pm)
1 weekend off in every 3.
Hours per Week
Days of Work
is there OVERTIME?
(OVERTIME CAN ONLY BE WORKED IF MANAGER HAS GIVEN APPROVAL)
Require flexibility to work additional shifts during adverse weather conditions or emergency situations
Main Duties / Purpose Of Job within Dept
The Customer Service Agent will report to Contact Centre Shift Leader. The key purpose of this role is to deal efficiently and accurately with a wide range of customer enquiries, primarily via call handling but also though other offline channels such as email, Twitter, Facebook and Web based chat.
The job role involves:
Ability to manage customer contacts by phone, social media and email.
Carry out administration and other related duties as required during times of low call activity
Provide a call handling service in line with current customer service guidelines
Record fault and emergency customer enquires.
Ensure hazard and other escalated calls are directed to the Shift Leader in real time.
Ensure effective communications with other internal departments
Have ability to respond during escalations and times of staffing issues.
Main Qualifications / Experience SOUGHT
Grade C or above in GCSE English and Maths or relevant experience
Strong customer focus
Excellent attention to detail
Good decision making and problem solving skills
Experience in managing difficult customers and resolving customer complaints
Working knowledge of MS Office, email and internet
Previous call handling experience
Previous experience of customer interaction via various Social Media channels.
All interested candidates please send your CV to email@example.com or via the link provided.