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Job description

You will be the first point of contact for all domestic queries, responding to and delivering a customer experience that is second to none. Working alongside some of the industry best customer service advisors, you will contribute towards achieving business performance targets ensuring the Power NI brand continues to grow. The ideal candidate will be empathetic, caring, highly motivated, disciplined, and reliable with a focus on providing an amazing customer experience driven through natural conversations to achieve high customer satisfaction. Our customers would agree and scored us 86 percent in satisfaction surveys based on last years performance.

Responsibilities

• You will provide the highest level of service to our domestic customers whether through voice initially progressing onto social or email interactions. An average day of customer calls consists of helping up to 30 customers per day.
• You will be part of our inbound customer care team which endeavours to win and retain customers through your passion for great customer service.
• You will be responsible for updating our accounts using our Customer Care and Billing System.
• You will have the skills to listen carefully to our domestic customers needs in order to actively promote and establish payment schemes alongside our other products and services to match our customers requirements.
• You will support our vulnerable customers and you will receive ongoing training from our in-house specialists and charity partners.
• You will have the desire to get involved in a range of community focused activities.
• You will be able to develop and maintain positive working relationships both internally and externally with our domestic customers.
• You will carry out all duties in line with company policies, procedures, and relevant industry guidelines.

Skills and Qualifications

Essential Skills

• 6 months customer service experience.
• Excellent numerical, spoken, and written communication skills with the ability to listen effectively.
• Computer savvy with a good working knowledge of Microsoft Office.
• A suitable, dedicated place to work at home (private and you won't get interrupted), with natural light, desk, chair, and an excellent broadband connection.

Desirable Skills

• Previous experience of working within a contact center environment.
• GCSE level education (to include English and Maths A star - C grade or equivalent).