Customer Care Representative - Belfast, United Kingdom - Mediahuis

Mediahuis

Verified Company

Belfast, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:
Belfast

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Salary starting at :£21,000 - £24,000

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Working hours:Full Time
Role Purpose

Please note this role will be office based full time.
Support customer contacts before, during and after subscription by providing fast and easy support to customer enquiries. Secure satisfied customers and log relevant customer information to enable INM to improve the customer experience and the business.

To manage contacts from our customers, with a view to assisting them with their enquiries. These enquiries may include subscription queries, account queries, customer complaints, account payments and any other general enquiries.
Role Responsibilities (Overview)
Ability to quickly identify the customer's needs and provide additional accurate information as required
Conduct all contacts in a polite, helpful, sincere and professional manner
Make every customer interaction positive
Provide fast and easy support by using the specific contact method
Build trust with the customer by being empathic, helpful and providing a solution that satisfies the customer
Keeping the customer informed of the latest products and services
Effectively handle customers looking to cancel their subscription
Treat all customers and potential customers' details with the utmost confidentiality
Be aware of the targets and always work to meet these targets
Demonstrate an ability to listen to the customer and show a willingness to assist them with any queries they may have
Demonstrate appropriate soft skills i.e. voice pitch, tone, pace, volume, etc.
Accurately capture the information provided by customers
Updating CRM and capturing relevant customer information to enable the business to provide customer insight
Dealing with customer complaints and liaising with internal departments in resolving customer issues
Be able to work as part of a team and be an active contributor to team meetings
Advise management of any work practices that could improve the service to customers
Be aware of your responsibilities under the Data Protection Act/GDPR
Any other duties commensurate with the post as directed by management

Experience & Qualifications (Minimum Experience & Essential Knowledge)

Essential

Previous customer care experience in a related field i.e. customer care provision; query handling; upselling and retention
Ability to contribute as part of a successful team
Flexible approach
Ability to work in a fastpaced environment
A minimum of 6 months contact centre experience in a multichannel operational environment

Preferred

Proven experience or knowledge of a digital subscription business coupled with a knowledge of online tools and resources would be beneficial but not necessary
Any industry related qualifications
Previous experience of working in a newly designed customer care function

Skills (Technical & Non-technical)

IT literate
Excellent communication and interpersonal skills both written and verbally
Sound decision making skills
Objection handling and upselling
Adaptability and learning agility
Ability to manage and resolve issues or complaints in an efficient, effective manner which doesn't compromise the quality or timeliness of service

Our Benefits