Welsh Speaking Customer Service Advisor

We’re happy to help relocate the right candidate to Belfast, Northern Ireland as this is an office based role – relocation is required.

Role & Responsibilities

• Providing customer support via telephone, e-mail and other methods in Welsh and English.
• Ensuring a high level of customer service to our candidates and clients.
• Resolving customer queries on a first-call resolution basis.
• When first-call resolution isn’t possible, following relevant escalation procedures.
• Following a daily schedule and assigned tasks.
• Taking part in motivational activities.
• Using and implementing feedback from monitoring and coaching sessions.
• Ensuring data security and upholding GDPR regulations.
• Achieving all individual KPIs, including (but not limited to) AHT, QA, PPH.

The Person

• Passionate about delivering outstanding customer service.
• Excellent verbal and written communication skills.
• High levels of accuracy and attention to detail.
• Punctual, conscientious, and takes pride in coming to work on time.
• Minimum six months’ experience in the customer service industry.
• Excellent verbal and written communication skills in both Welsh and English and professional telephone etiquette.

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

• Twelve months’ contact centre experience dealing with customer queries via phone.

Hours of Work

• 40 hour per week.
• Candidates must be fully flexible for rotational shift patterns, currently between Monday to Friday 08:00 – 20:00 and Saturday 08:00 – 12:00 (Saturday 1 in 3).

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