Customer Experience Call Agent

Based at our Mallusk office and reporting to the Customer Experience Team Lead, the Customer Experience Call Agent is at the heart of delivering an exceptional service to our customers. As one of the first voices our customers hear, you'll handle a wide range of enquiries, provide support and guidance, and help create positive experiences at every interaction.

This is a fast-paced, customer-focused role where no two days are the same. You'll take ownership of customer queries, resolve issues efficiently, and support key administrative processes that keep our Customer Experience team running smoothly. If you enjoy speaking with people, solving problems, and making a real difference to the customer journey, this is an excellent opportunity to join a growing team and play a key role in our continued success.

• Act as the first point of contact for firmus energy customers, delivering a professional, friendly and efficient service across all customer interactions
• Handle a high volume of inbound customer calls, accurately assessing customer needs and resolving enquiries at the first point of contact wherever possible
• Manage customer enquiries received via telephone, email and online channels, ensuring responses are timely, accurate and customer-focused
• Take ownership of customer requests from initial contact through to resolution, keeping customers informed throughout the process
• Handle customer complaints with empathy and professionalism, working to achieve positive outcomes in line with company values and procedures
• Accurately record customer interactions, update customer accounts and maintain data integrity across company systems
• Complete customer service administration activities, including processing requests, maintaining records and handling follow-up actions
• Meet individual and team performance targets relating to customer service, quality standards, productivity and customer satisfaction
• Develop and maintain a strong understanding of firmus energy products, services, processes and regulatory requirements to ensure accurate information is provided to customers
• Build effective working relationships with colleagues across the business to support the prompt resolution of customer queries
• Demonstrate a positive, enthusiastic and customer-focused approach, maintaining a professional telephone manner at all times
• Support colleagues and contribute to a collaborative, high-performing contact centre environment
• Undertake any other duties reasonably required by the Customer Experience Team Lead.