At a Glance
- Tasks: Support customers with their queries and ensure a positive experience.
- Company: Join a dynamic team at Mediahuis in Belfast.
- Benefits: Enjoy free parking, 25 days leave, and educational assistance.
- Other info: Fast-paced environment with opportunities for growth and teamwork.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Previous customer care experience and strong communication skills required.
The predicted salary is between 32907 - 32907 £ per year.
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
For further information and to submit your application, click the apply icon.
Customer Care Representative in Belfast employer: Mediahuis
Mediahuis is an exceptional employer that fosters a dynamic and inclusive work culture, particularly in our Belfast office where the Marketing Executive will thrive. With a strong emphasis on employee growth, we offer extensive benefits such as 35 days of annual leave, flexible working arrangements, and opportunities for professional development, making it an ideal environment for those looking to make a meaningful impact in the media landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Representative in Belfast
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mediahuis. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mediahuis before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Representative in Belfast
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mediahuis:Your cover letter is your chance to shine! Tell us why you want to work at Mediahuis specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mediahuis!
How to prepare for a job interview at Mediahuis
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
