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CALL CENTRE AGENT (INBOUND)

Location Belfast, County Antrim
Sector
Job Type Temporary
Salary £7 - £8 per annum
Published over 1 year ago
Start Date 09/2016
Contact Julie-Ann Johnston
Job Ref HS 0003183

Job Description

Inbound Call Centre Agent based in Belfast £7.50 PH.

Role: Inbound Call Centre Agent

Rate of Pay: £7.50 per hour

Location: BELFAST

Hours: 40 hours per week Monday-Friday 9.00 - 5.30 (candidates must be flexible to work 24/7 Monday-Sunday)

Duration: 12 weeks (may be extended)

Role Outline:

  • Obtain cases from CART or manual request
  • Build an overall account analysis by interrogating various account and service status from multiple BT systems.
  • Execute required remedy as per process instructions to progress order to completion
  • Where appropriate, execute additional metric resolutions if identified so that order progresses to completion in a faster time
  • Feedback on process improvements based on the high volume of cases where prescribed process does not complete order
  • Maintain product knowledge through reviewing share point on a regular basis ensuring process updates are understood and executed.
  • Manage repeat cases and document learning from this.

Skills Required:

  • Telecoms or product provisioning knowledge
  • Ability to navigate multiple systems simultaneously
  • Decision making and judgement skills to correctly identify anomalies.
  • Analytical skills because majority of work is manual as they have to refer to various systems or applications and inputs are various
  • Need to have high concentration to deliver 100% accuracy

Essential Criteria:

  • Previous Customer Service Experience
  • Good telephone manner
  • Computer Literate

Desirable Criteria:

  • Preferably have held a similar role in a contact centre environment
  • Knowledge of BT systems

Additional Information:

Training is delivered in the format of:

  • Process reviews and training sessions
  • Systems Training

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, Julie-Ann Johnston will be in touch to confirm if you have been shortlisted.

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