Customer Service Agent

Job description

RiverRidge is looking to recruit Customer Service Agents to join our busy Customer Contact Centre in Duncrue. This is an opportunity to become part of a supportive team, with clear opportunities for training, development and career progression. As a Customer Service Agent, you will be the first point of contact for our customers, providing professional, efficient support while ensuring the highest standards of customer service are delivered.

Responsibilities

• Deliver exceptional customer service through telephone, email and other communication channels.
• Act as the first point of contact for customer enquiries, service requests and complaints, ensuring timely and effective resolution.
• Manage inbound calls and emails while coordinating with internal departments to deliver excellent service.
• Maintain accurate customer records, including contracts, purchase orders, service information and account updates using company systems.
• Support customer communications, including outbound customer contact where required.
• Work collaboratively with colleagues to ensure efficient service delivery and effective communication across the business.
• Identify and communicate potential sales opportunities to the Business Development team.
• Follow company procedures and contribute to continuous improvements in systems, processes and customer experience.
• Work towards agreed Key Performance Indicators (KPIs) while maintaining high standards of accuracy and professionalism.
• Undertake any other duties appropriate to the role as requested by management.

Skills and Qualifications

Essential Skills

• A genuine passion for delivering excellent customer service.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build positive relationships with customers and colleagues.
• The ability to remain calm and work effectively in a fast-paced environment.
• Excellent organisational skills with the ability to prioritise a varied workload.
• Strong attention to detail and effective problem-solving skills.
• Good IT skills, including Microsoft Office applications.
• Flexibility to work a rotational Saturday (approximately one in every five weeks).
• Flexibility to provide occasional Bank Holiday cover, for which you will receive time and a half plus a day's annual leave in lieu.

Desirable Skills

• At least six months' experience in a customer-facing or customer service role.
• Experience working within a service-based industry.

Further Information

From your first day, you'll be enrolled on a structured development programme designed to support your growth, with the aim of becoming a fully qualified Customer Service Agent within 12 months. Competitive salary. Salary review upon successful completion of the Customer Service development programme. Discretionary Bonus Scheme. Clear career progression opportunities. Structured training and ongoing personal development. 33 days annual leave, including Bank Holidays. Company Pension Scheme. Company Sick Pay and Death in Service benefit after one year's continuous service. Private Healthcare Scheme and Cash Health Plan following successful completion of probation. Free onsite parking. Convenient location outside Belfast City Centre. Supportive, inclusive and friendly working environment.