Customer Service Associate (Hybrid)

Honeycomb is working in partnership with a market-leading, global professional services company (one of the big 4) for the recruitment of Customer Service Associates. These are Full Time, permanent positions based in Belfast city centre (Hybrid).

The role

Our client is looking for highly-motivated individuals with experience of providing support to customers in relation to their queries, concerns, and / or claims and complaints. In this role you will be responsible for ensuring the right result for the customer and the client, whilst delivering the highest standard of service at all times. You will be a true 'people person'.

Key responsibilities

• Respond to the individual needs of each customer, identifying and clearly understanding the requirements of their enquiry and resolving issues efficiently and - where required - liaising with relevant internal departments.
• Conduct sensitive conversations with customers, understanding their areas of concern.
• Understand and accurately apply client policies and procedures.
• Ensure information and customer interactions are accurately recorded.
• Draft bespoke customer correspondence and final decision letters.
• Appropriately respond to guidance and feedback provided by your Team Leader and / or Quality Control.
• Ensure workflow tools and client systems are updated accurately.
• Escalate issues to your Team Leader on a timely basis.
• Meet key productivity targets whilst maintaining high quality standards.

Essential Criteria

You will be able to demonstrate the following:

• Experience gained in any of the following sectors or industries: Utilities, Financial Services including contact centres, Health trust administration, Civil Service or other related sectors / industries.
• End to end complaint handling experience from initial customer contact to resolution.
• Excellent verbal and written communication skills and proven telephony experience.
• Ability to respond to the individual needs of each customer, identify and clearly understand their requirements and resolve issues efficiently by liaising with your team and / or other teams / individuals as required
• A high level of emotional intelligence with an ability to conduct sensitive conversations with empathy, understanding the customer's key area(s) of concern.
• Ability to understand and accurately apply client policies and procedures.
• Ensure information and customer interactions are accurately documented and recorded in line with policy guidance.
• Ability to appropriately receive and quickly act upon feedback provided by Team Leader and / or Quality Checker.
• Meet key productivity targets whilst maintaining high quality standards.

Salary and Package

• Competitive salary and bonus
• Dedicated career service who will help you reach your career goals and help you succeed and grow.
• 25 days annual leave, a flexible benefits scheme to suit your personal/family needs, a competitive salary with regular reviews and the potential for a discretionary bonus.

To speak in absolute confidence about this opportunity, please send an up to date CV via the link provided or contact Nicole McDermott, Recruitment Consultant at Honeycomb on 028 962 070 50 .
If you have a disability which means you require assistance at any stage of the recruitment process, please contact us directly to discuss.
Honeycomb is committed to providing equality of opportunity to all.
** Please note, we are receiving an exceptionally high number of applications and present and will be unable to shortlist candidates who are not meeting the specific requirements for this role. Due to the high volume of applications, we may be unable to provide individual feedback. We thank you in advance for your understanding