Contact Centre Agents (Temporary) My client is a well-established and leading organisation based in Belfast, who are currently seeking a Contact Centre Agent to join their team. This is a Full-Time, Temporary Position initially for 6 months - with an immediate start. Hours of work Full-Time: 36 hours per week. Part-Time: 10 to 30 hours per week. Contact Centre Opening Hours Monday - Saturday: 8.00am - 6.00pm Sunday: 9.00am - 5.00pm Successful applicants must be able to work a variety of full time/part time shifts during the above opening hours. Working hours may be tailored to suit individual circumstances. Hybrid working is available. Successful applicants will be required to commit to a period of job-related training following appointment. With an hourly rate of £12.92 per hour - rising annually in increments to £13.03 per hour. Closing date Friday 3rd October 12 noon Job Role: You will be responsible for providing accurate and efficient passenger information for all services whilst ensuring you deliver high quality customer service. Essential Criteria: Minimum of 1 years' experience in a customer service role or possess World Host Level 2 accreditation. Minimum of 3 GCSEs at grade C or above, or equivalent, including English and Maths, OR alternatively, be able to demonstrate at least 2 years' relevant customer service experience. IT proficient with the use of Microsoft Office to include Word, Excel and Outlook. Ability to complete forms and provide written responses to customer enquiries. Ability to manage a high volume of inbound calls and customer enquiries in a fast-paced work environment. Excellent communication skills both written and verbal - with the ability to communicate with stakeholders at all levels. Ability to manage and prioritise a busy workload while adhering to strict deadlines and working under pressure. Ability to work on your own initiative as well as part of a team. Able to satisfy such medical standards as may apply to the post. Ability to work a range of shift patterns during Contact Centre opening hours including evenings and weekends. Main Duties and Responsibilities: Answer all telephone enquiries from the general public in a timely manner. Respond to customer enquiries through Email and Live Chat communication channels. Provide accurate timetable and fares information for all services. Acknowledge and record customer complaints. Reserve seats for reservations and contract tickets. Assist in the renewal of Smart passes. Assist in the administration of Department for Infrastructure 60 Smartpass applications. Respond to general enquires for the business and transfer calls to the relevant department. Respond to enquiries on e-commerce products. Skills: customer service administrator customer service administrator