Customer Service Agent (Humax Digital) Part Time

Location UK / Belfast

Job Type Permanent part-time, Trainee

Salary £15000 - 20000

Updated 4 days ago

Reference 1358160

 Job Description

The person will interact with customers who have a range of queries about their product across phone and email and will set an example for their colleagues to follow. Queries will range from troubleshooting to warranty claims to recommending products to customers based on their needs.

Concentrix is a leader in providing platforms, people and services to support high-value interactions at every stage of the customer lifecycle. We work with some of the world’s leading companies, providing sales; marketing services, print and fulfilment, customer and technical support that help grow their business and increase customer satisfaction. With locations in Asia, Europe, Latin America, and the US and supporting over 33 languages, we give our clients the global reach essential for business success.

Culture: At Concentrix our culture is reflected in our people and their attitude to build the skills required for the job. All Team members are challenged to exceed the parameters of their day to day job by helping us and our clients exceed customer expectations. Our dress code is relaxed and we value the respect of others. We have a comfortable break area. You will work in a dynamic team who work towards individual and team targets.

We are looking for a Customer Service Agent working with one of the world’s largest manufacturers of digital set-top boxes. Our client exports to over 90 countries across the globe, and over the last 5 years have built a solid reputation as a leading supplier of high quality,  feature-rich digital TV products including digital TV recorders (DTRs) and high definition (HD) set-top boxes.

 

Purpose:

The person will interact with customers who have a range of queries about their product across phone and email and will set an example for their colleagues to follow. Queries will range from troubleshooting to warranty claims to recommending products to customers based on their needs.
This person will also have exemplary knowledge of products and be at ease helping their colleagues when needed. Full product training will be provided.

 

Responsibilities:

  • Deal with all customer enquiries by telephone, email and white mail in a friendly, responsive and efficient manner.
  • Have a high level of customer focus to ensure that absolute ownership is assumed during every customer contact.
  • Provide all customers with professional and knowledgeable customer support fully reflective of the brand and the Concentrix SHINE mantra.
  • Adhere to security requirements at all times protecting customer information and providing accurate information at all times.
  • Provide advanced troubleshooting services to customers ensuring that any common issues are discussed and flagged in the team.
  • Process sales orders for customers over the telephone and Identify up/cross selling opportunities and educate the customer on all possible options/items of interest.
  • Actively engage in ongoing learning to ensure sufficient knowledge to excel in the role.
  • Participate as an enthusiastic and supporting member of a highly focused customer service team.
  • Work effectively with other team members to provide support for external and internal customers.
  • Any other duties as required within the remit of a Customer Care agent.
  • Reporting to Management and supporting TL/Manager as and when required in relation to client requirements

SKILLS

Essential Criteria:

  • Fluent in written and spoken English – Can write and speak in a professional manner suitable for customer interactions.
  • Customer Focus – 6 months previous experience in a customer service environment.
  • Confident with using various systems simultaneously.
  • Working with others – Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale.
  • Effective Communication – Excellent communication skills both verbal and written.
  • Resilience – Demonstrates resilience and ability to work on own initiative.
  • Problem Solving – Demonstrates problem solving and troubleshooting skills.
  • Shows a willingness to learn and adapt – Learning new skills and adapting to different situations.

Desirable Criteria:

  • Experience with technical troubleshooting.
  • Experience of using multiple systems concurrently.

 

Probationary period

There is a 3 month probationary period before confirmation of your contract status.  Should the required level of performance not be achieved within set time periods across the probationary period (including training/nesting) this could impact the decision on whether you pass your probation.

 

TERMS AND CONDITIONS

SALARY: TBC

HOURS OF WORK            

 

Weekday mornings and 10am to 4pm Saturday and Sunday

20 hours per week, primarily within the above times but may be subject to change as below.

Your department’s operational hours are 24 hours 7 days per week therefore your operational hours may be subject to change due to operational requirements. The nature of your employment is such that you will work whatever hours may be necessary to fulfil the duties of your post.

Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the Company. Therefore as and when considered necessary or appropriate you are liable to transfer to or undertake other duties, within your competence and within reason, to meet fluctuations or priorities in work demands.

 

 HOLIDAYS

You will be entitled to 21 days of annual leave & 6 statutory holidays & your birthday day off. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued and agreed at recruitment stage. All Concentrix employees are entitled to their birthday day off as an additional benefit. If your birthday falls within the first month of employment, you will not be able to take that day but will be able to take time in lieu at a later date.

 

In regards to birthday it is allowed to be:

The day before your birthday

The day of your birthday

The day after your birthday

(if operationally we cannot grant the day you request, you will be able to take that day at a later date)

  

BENEFITS

  • Stakeholder Pension Scheme
  • Free cakes and fruit on a Friday
  • Cycle to work scheme
  • Eye care scheme
  • Internal development opportunities
  • Team and Concentrix events

 

Concentrix is an Equal Opportunity Employer and we welcome candidates from diverse backgrounds. All applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.