Customer Care Representative

Mediahuis Group; Belfast City District; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Free Parking

25 days annual leave

Enhanced pension contributions

Maternity pay

Sick pay

Educational assistance

Employee Assistance Programme

Job summary

Mediahuis in Belfast is seeking a Customer Care Representative to support readers with subscriptions and digital products. You will handle inquiries by phone, email and webchat, providing fast, friendly assistance and logging details to improve the customer experience.

Based onsite at Clarendon Dock, you will update CRM, work with internal teams to resolve issues, and strive to meet service targets while treating data with confidentiality under GDPR.

Qualifications

• Previous customer care experience in a related field.
• Multi-channel contact experience (phone, webchat and email).
• Ability to contribute as part of a successful team.
• Flexible approach to changing needs.
• Ability to work in a fast-paced environment.
• Respect for data protection and confidentiality.
• Preferred: knowledge of digital subscriptions and related tools.
• Minimum of 6 months contact centre experience (if applicable).

Responsibilities

• Identify customer needs and provide accurate information.
• Conduct contacts in a polite, helpful and professional manner.
• Handle queries by phone, email or webchat.
• Keep customers informed of latest products and services.
• Update CRM and log relevant customer information.
• Liaise with internal departments to resolve customer issues.
• Work as part of a team and participate in meetings.
• Adhere to GDPR and data protection requirements.

Skills

IT literate

Communication skills

Interpersonal skills

Decision making

Objection handling

Adaptability

Issue resolution

Job description

Title: Customer Care Representative

Location: Clarendon Dock, Belfast (Onsite)

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 Mediahuis to improve the customer experience and the business. Manage contacts from readers who need support with our digital products and brands, 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

• Handle customer queries by phone, email or webchat

• 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

• Multi-channel customer contact experience (phone, webchat and email handling)

• Ability to contribute as part of a successful team

• Flexible approach

• Ability to work in a fast-paced 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

• A minimum of 6 months contact centre experience in a multi-channel operational environment

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

• Free Parking

• 25 days annual leave

• Enhanced pension contributions

• Maternity pay

• Sick pay

• Educational assistance

• Employee Assistance Programme