Customer Engagement Officer

Vanrath are pleased to be working with a well-established company in Belfast on the recruitment of a Customer Engagement Officer on a interim basis.

What’s in it for you?

• Exciting Customer facing role.
• Full time 8:30am to 5pm, with occasional weekend work
• Approx 9 month interim position
• Free secure car parking
• Company Sick Pay scheme
• Fully paid uniform
• Employee assistance programme with emotional, financial, and legal support
• Access to Private GP Service
• Eye Care Scheme
• High Street Discount Scheme
• Company paid social events.

About your next employer
As a Customer Engagement Officer, you will play a key role within the communications team and a vital touchpoint for Customer Engagement across the business. You will be responsible for managing all customer queries, requests, as well as complaints across all appropriate channels. The successful candidate must always show a high level of professionalism and customer service. A large part of the role will include interaction with guests via the customer service system, telephone, email and web chat. Primarily you will work Monday to Friday, as well as one weekend in four.

What you’ll do

• Prioritise and process all customer queries and requests submitted by telephone, email, live chat or instant message
• Investigate and resolve customer complaints quickly and patiently within agreed timelines.
• Work with our booking system to support customers to purchase tickets and gift cards, amend their bookings and request additional support for their visit.
• Monitor and respond to online reviews in line with SOPs
• Maintaining robust and accurate customer service records for all enquiries and requests through our Customer Engagement platform
• Assist other administrative duties as required.
• To undertake such other relevant duties as may from time to time be required.

About you
Essential:

• A minimum of 5 GCSE’s or equivalent (Grades A-C including English and Maths)
• Previous experience in busy Customer Engagement role using multiple channels including telephone, email, live chat, or instant message.
• Previous experience using an online Customer Engagement system or CRM to track and monitor customer enquiries and feedback
• Proven experience of providing exceptional levels of customer service to a diverse audience across multiple channels
• Excellent communication and interpersonal skills with an ability to communicate effectively at all levels, both internally and externally to the organisation

Desirable:

• Knowledge of the Belfast tourism industry
• Experience of using an online booking system

To apply today contact Leanne Garrett in the strictest confidence.