Customer Experience Agent

Department / Function :

Contact Centre

Location :

Belfast

Contract Type :

Permanent

Working Pattern :

Full-time

Job Title: Customer Experience Agent (CX Agent)

Location: Hybrid – Office and Home

Reporting to (Job title): Customer Experience Team Leader

Purpose of the Job

Providing an excellent standard of service to our customers across the Island of Ireland, ensuring a first class customer experience.

Key Accountabilities

• Helping customers each day by answering inbound calls, emails or web chats.
• Aiming for first point of contact resolution & taking ownership of cases until resolution.
• Carrying out back-office tasks in relation to customer orders, customer queries, complaints (customers, consumers, internal) or internal orders.
• Engaging in any activity to establish CX opinions and support business improvements.
• Supporting stock movements for customer events.
• Maintaining positive relationships with customers to ensure repeat and return business.
• Maintaining positive relationships with colleagues and peers, working in partnership.

About you

• Min of 1 years, working experience, within the industry or something transferable.
• Min of 1 years’ experience working as part of a team.
• Microsoft application experience (Word, Excel, PowerPoint)
• Educated to GCSE level or equivalent (inc. Math’s and English)

Skills and Competencies

• Excellent communication skills (verbal and written)
• A strong customer focus with good problem-solving skills.
• The ability to work well in teams & unaided.
• High attention to detail when inputting data or corresponding with others.

About Us

Operating through the Matthew Clark, Bibendum, Tennent’s and Bulmers Ireland brands, the Group has a market leading range, scale and reach including an intimate understanding of the markets it serves.

Together we grow, brew, manufacture, market, and deliver some of the world’s favourite drinks. From grass to glass, and everything in between. C&C Group plc is a premium drinks company which owns, manufactures, markets, and distributes a unique portfolio of beer and cider brands in its home markets and across the globe.

C&C Group’s portfolio of owned/exclusive brands include: Bulmers, the leading Irish cider brand; Tennent’s, the leading Scottish beer brand; Magners the premium international cider brand; as well as a range of fast-growing, premium and craft ciders and beers, such as Heverlee, Menabrea, Five Lamps and Orchard Pig.

We seek to champion and embed sustainability in everything that we do at C&C. While delivering joy to customers, we always shine a light on people and the planet. We have a clear ESG vision delivering to a better world. We respect, support, and develop all our people to be their best, with a focus on results by creating a culture of winning together.

We also recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to delivering on our mission. Therefore, we encourage people from all backgrounds to apply. Please let us know if you require accommodations during the interview process.

C&C Group (and inclusive companies) do not accept unsolicited CVs from recruiters or employment agencies in response to any of our roles. For help, please contact our Talent Acquisition Team at careers@candcgroup.com. All applications need to come through the candidate portal https://careers.candcgroupplc.com/vacancies/