Axon Solutions Ltd. – A company of HCL Technologies Ltd

Welsh Speaking Customer Service Executive (Full Time/Permanent)

Location UK / Ulster

Job Type Permanent full-time, TemporaryContract

Salary £20000 - 25000

Updated 6 days ago

Reference 1372660

 Job Description

** New Opportunity for Welsh speakers** Please enter job reference PBW27CS in application portal

HCL are delighted to invite applications for the position of Welsh Speaking Customer Service Executives for a new client who specialise in media/publishing/certifications. The role is based out of our new state of the art facility in the heart of Belfast city centre – Great Victoria Street.

The successful candidates will provide inbound customer support via telephone, email and chat

 

The Role:

  • Answer all inbound queries as per call flow procedure
  • Adherence to process to ensure high quality and customer service
  • Follow escalation procedures for issues uncontrollable at agent level
  • First call resolution
  • Break schedule adherence
  • Involvement in motivational activities, implementing feedback given during monitoring sessions
  • Updating various logs like escalation log, complaint tracker etc.
  • Ensuring data security – proprietary data of customers

 The Person:

  • Passionate about delivering outstanding customer service
  • Excellent verbal and written communication skills in both Welsh and English
  • High levels of accuracy and attention to detail
  • Punctual and conscientious

 Essential Criteria:

  • Fluent in both spoken and written Welsh
  • Minimum 12 months total customer service experience
  • Minimum 6 months contact centre experience
  • Proficient in Microsoft Office Suite

 Desirable Criteria: (used in the event of high volume applications)

 

  • 12 months contact centre dealing with email, chat and phone queries

Hours of Work:

  • 37.5 hour per week
  • Candidates must be fully flexible for rotational shift patterns between 8am-8pm Monday to Friday and Saturday 8am-1pm
  • Permanent contract – not suitable for seasonal applicants

What you can expect in return:

  • Highly Competitive Salary
  • Reolcation Package
  • Fully paid induction training
  • On the job coaching and mentoring support
  • Pension scheme
  • Educational Assistance
  • Regular performance based rewards and recognition
  • Charity events and fun days
  • Health and wellbeing events
  • Free tea and coffee on-site
  • Refer a friend scheme
  • Discount Gym membership
  • Discount vodafone mobile phone contract

Selection Process:

Successful candidates must be able to complete and clear the below before an offer of employment can be made:

  • Telephonic Screening
  • Interview (if not in Belfast this will be conducted by skype/conference call)
  • Welsh Language assessment
  • Background screening checks to include: Access NI, Credit Check & Reference/Employment verification checks

To ensure all checks can be successfully carried out candidates must be able to provide the following documents:

Photographic Proof of ID (Valid passport/Full UK Driving License/Electoral Card)

Proof of Address (Bank statement or Government letter – must be dated within last 3 months)

Proof of National Insurance Number (National Insurance Card/Government letter)

 

Please note: HCL reserve the right to use desirable or enhanced selection criteria to aid shortlisting in the event of high volumes of applications

HCL is an equal opportunities employer and welcomes applications from all sections of the community. Applications are welcome from those that meet the criteria irrespective of religion, political opinion, age, sexual orientation, disability, race, marital status, gender, or caring responsibilities.