Job Description

Call Centre Operator - Inbound / Outbound

At the Donnelly Group we pride ourselves on the consistently high level of customer service we provide which starts the moment we receive a phone call from a customer, supplier or manufacture. In order to support this aim we wish to recruit a full time permanent Call Centre Operator at our Enniskillen branch to manage inbound and outbound calls.

The Role:

To answer and process all incoming calls made to the business in an efficient, courteous and timely manner and in doing so deliver an excellent customer experience. The role will also involve making outbound calls to our current customer base; booking services, arranging collections etc.

About the role

Key Responsibilities:

• Answer all calls as soon as it enters the system.
• Consult with each caller, and obtain as much information as possible, so that calls are directed to the appropriate person or department on the first occasion.
• Transfer each call to the relevant member of staff.
• Transfer calls to the agreed Hunt Group or nominated person if the relevant member of staff is not available.
• Take, and pass on via email to the relevant member of staff, messages giving appropriate details of the caller and reason for the call when it has not been possible to connect a call.
• Escalate issues concerning calls not being answered to the Team Leader or directly to the relevant department manager.
• Treat callers with respect and courtesy at all times.
• Handle callers\xe2\x80\x99 personal information in line with GDPR

This is not an exhaustive list of duties and the post holder will be required to undertake any other reasonable duties discussed and directed by the line manager.

Donnelly Group is an equal opportunities employer

The company reserves the right to expand the short listing criteria to facilitate the short listing process

About the company

As Northern Ireland\'s largest family-owned motor retailer in Northern Ireland, the Donnelly Group offers customers the best deals on a huge selection of new cars, used cars, and commercial vehicles. Built on customer service over 70 years ago, the Donnelly Group prides itself on the quality of service provided to every customer throughout the process of matching them to a vehicle that suits their needs, requirements, and budget. With nine locations across Northern Ireland in Ballymena, Bangor, Belfast, Derry/Londonderry, Dungannon, Dungannon M1, Eglinton, Enniskillen, Mallusk, and Maydown Derry/Londonderry, motorists are never far away from a Donnelly Group showroom.

Required Criteria

• Possess excellent communication skills
• Must be able to work independently in a busy, demanding environment
• Excellent oral and written communication skills;
• Strong customer service skills
• Demonstrate a professional and friendly manner, effective listener, polite, and calm.
• Able to work as part of a team
• Excellent computer skills in Outlook, Excel
• Ability to organise and manage own workload in a busy, fast paced environment
• Ability to confidently multitask and deal with pressurised situations;
• Ability to work independently in a busy, active environment, managing own time and workflow effectively;
• Ability to undertake any other reasonable duties discussed and directed by your line manager

Desired Criteria

• Previous experience operating a busy switchboard would be an advantage but not essential as training will be provided

Skills you\'ll need

• Customer Service
• Effective Listening
• Exceeding Customer Expectations

Donnelly Group