Customer Experience Call Agent - Temp

One of N.I.'s leading Gas and Energy networking suppliers is looking for 3 Customer Experience Call Agents to join their expanding team.

What You'll Get:

• Support and Guidance to be a part of the Customer Experience for one of the most diverse Gas and Energy networking suppliers in N.I.
• A role in a company recognised for how it treats its staff
• Early finish on a Friday!

What You'll Do:

• Act as the first point of contact for customers, delivering a professional, friendly and efficient service across all customer interactions
• Handle a high volume of inbound customer calls, accurately assessing customer needs and resolving enquiries at the first point of contact wherever possible
• Take ownership of customer requests from initial contact through to resolution, keeping customers informed throughout the process
• Handle customer complaints with empathy and professionalism, working to achieve positive outcomes in line with company values and procedures
• Accurately record customer interactions, update customer accounts and maintain data integrity across company systems
• Complete customer service administration activities, including processing requests, maintaining records and handling follow-up actions
• Build effective working relationships with colleagues across the business to support the prompt resolution of customer queries
• Demonstrate a positive, enthusiastic and customer-focused approach, maintaining a professional telephone manner at all times
• Undertake any other duties reasonably required by the Customer Experience Team Lead.

What You'll Need:

• Minimum of 5 GCSE passes (or equivalent), including English and Maths at Grade C or above
• Experience in a customer-facing role, with a proven ability to manage high volumes of inbound queries via phone, email, or live chat
• Demonstrated ability to investigate and resolve customer queries at the first point of contact
• Strong IT literacy, including proficiency in Microsoft Office and the ability to work across multiple systems
• simultaneously
• Excellent verbal and written communication skills, with the ability to convey information clearly
• Ability to work effectively as part of a team
• A customer-first approach with a positive attitude

Useful Experience (not essential):

• Previous experience working in the gas/utility industry
• Previous experience in a call centre environment
• Awareness of energy regulations (e.g. customer rights, support for vulnerable customers)
• Experience working to KPIs (e.g. call handling time, first call resolution, CSAT scores)
• Ability to follow regulatory and compliance requirements
• Strong call control, active listening, and rapport-building skills

Please reach out to discuss further - [email protected]

Immediate interviews are available