Multichannel Customer Care Advocate - Belfast (Onsite)

Mediahuis IRL; Belfast City District; On-site; GBP 19,000 - 24,000; 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 IRL in Belfast is seeking a Customer Care Representative to support readers with subscription and account queries. Onsite at Clarendon Dock, you will handle enquiries via phone, email, and webchat, delivering fast, friendly service and logging details to improve the reader experience.

Essentially, you will manage cancellations, update CRM records, and collaborate with internal teams, while upholding GDPR and confidentiality.

Qualifications

• Experience delivering customer care across phone, webchat and email channels.
• Ability to identify customer needs and provide accurate information.
• Strong communication and interpersonal skills, written and verbal.
• Demonstrated ability to work in a fast-paced team environment.

Responsibilities

• Handle customer queries by phone, email or webchat.
• Provide fast and easy support and maintain high service levels.
• Update CRM with customer information and ensure accurate records.
• Assist readers with subscription, account, payments and related enquiries.
• Manage customer cancellations and retention discussions.
• Maintain confidentiality and comply with GDPR and data protection guidelines.
• Coordinate with internal teams to resolve issues and improve service quality.
• Meet or exceed defined targets and contribute to team performance.

Skills

Multi-channel customer contact

Excellent communication

Team collaboration

Flexible approach

Adaptability in fast-paced environment

IT literate

Objection handling and upselling

Decision making

GDPR awareness

Job description

Mediahuis IRL in Belfast is seeking a Customer Care Representative to support readers with subscription and account queries. Onsite at Clarendon Dock, you will handle enquiries via phone, email, and webchat, delivering fast, friendly service and logging details to improve the reader experience.

Essentially, you will manage cancellations, update CRM records, and collaborate with internal teams, while upholding GDPR and confidentiality.