Customer Care Representative

  • Belfast
  • 18000
  • Full Time
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Donard Recruitment are working with a local telecoms company to recruit for a Customer Care Representative based in Belfast.

My client is going through an exciting growth period and have an exciting opportunity for a focused and highly motivated individual to join their team as a customer care representative.

The customer service advisor will be responsible for resolving both simple and complex issues for a whole range of customers as well as completing back office administrative tasks.

The role requires flexibility in working hours which will be confirmed at interview stage.

This is a permanent role with a basic salary of £18K PA


Duties include

  • Answering calls from the customers and dealing with queries in a professional and effective manner, ensuring appropriate management of call lengths and call quality;
  • Quality and accuracy of information given to callers;
  • Average Handling Time;
  • Accuracy of System Usage;
  • Telephone answering behaviour (controlling the call in an empathetic and respectful way);
  • Attendance and time keeping;
  • Knowledge of departmental policies and procedures;
  • Accuracy of use of the IT systems;
  • High standard of general telephone behaviour;
  • Back office administrative tasks;


Essential Skills, Knowledge and Behaviours ·

  • Good Listening skills – able to understand customers problems;
  • Ability to question the customer effectively to understand their needs;
  • Clear and concise explanations to the customer;
  • Polite and attentive telephone manner;
  • Assertiveness that achieves a win/win situation;
  • Good verbal and written communications;
  • Good Time Management; · Accurate keyboard skills;
  • Flexible approach to work and problem solving;
  • Have empathy with distressed and upset callers;
  • Be adaptable to change in a constantly shifting environment


Experience Required

  • 1 year’s continuous customer service experience preferably from within a call centre background
  • Candidates must possess a positive, enthusiastic and industrious approach to the role
  • Excellent communication, negotiation and persuasive skills
  • Proficient IT skills to include the use of Microsoft programmes such as word, excel & outlook Strong administration skills


Desirable Experience

  • Educated to a minimum of A level standard
  • Telecoms experience
  • 3 years’ experience working in a customer facing role



  • £18K PA

Closing Date:
24 March 2020

Job Reference Number:

To apply for this job send your CV to or call 028 9099 6195
quoting the reference


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