Italian Speaking Tourism Customer Care in BT1 3LP, Northern Ireland, United Kingdom

Tourism Irelands role is to grow overseas tourism revenue and visitor numbers to the island of Ireland, and to help Northern Ireland to realise its tourism potential. Tourism Ireland devises and delivers world-class marketing programmes in over 20 markets across the world and works in close co-operation with industry partners on the island of Ireland as well as the travel trade, online operators, media, air and sea carriers overseas to encourage consumers to Go where Ireland takes you. Responsibilities: • Provides a warm, friendly and personal inbound customer service to prospective visitors to Ireland for tourism and travel through inbound voice, email, web chat and social media. Translates information as required. • Shine through every interaction by showing a lively interest in customers, have a natural approach in communication, become a local expert and be an advocate for Ireland. • Provides professional expertise and embraces the client brand in every interaction with the customer making it an individual experience. • Adherence to agreed processes, service level agreements, individual and team targets. • Proactively seeks ways to improve the customer experience through each interaction • Takes ownership to enhance your own learning to ensure sufficient knowledge to excel in the role. • Multitasks and adapt to a fast paced environment. • Works with the team in meeting and exceeding targets. • Continuously searches for improved ways of responding to customer needs through all contact channels. • Proactively seeks feedback on ways to improve individual and team performance. SKILLS: Essential Criteria: • Fluency in written and spoken English and fluent in Dutch, German, French, Italian or Spanish • Customer Focus 6 months experience in telephone or face to face customer service, building relationships with the customer • Specialist Expertise Confidence to assist the customer and ensure the customer receives excellent customer service, goes the extra mile for the customer. Genuine interest and passion for tourism. Having awareness of, and promoting the Tourism Ireland brand. Understanding and experience of using social media platforms. • Working with Others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale • Planning & Organising - Ability to multitask various contact channels to achieve personal and team targets. Plan and prioritise workload in accordance to contact volumes • Effective Communication - Excellent communication skills both verbal and written • Resilience - Demonstrates resilience and ability to work on own initiative • Problem Solving - Demonstrates problem solving and share best practice to the overall customer experience, focusing on customer engagement. • Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets, takes ownership to increase knowledge of Ireland. SALARY: £6.94/hour (equivalent to annual salary of £14,435 per annum gross) taxes to be deducted. Monthly Pay: You will be paid on the last working day of each month directly into your bank account. Your payment will cover the period from 22nd of the previous month to 21st of the current month. If you start after 21st of a month, you will not receive your first payment until the following month. Weekly Pay: Week 1 work Week 2 Process payment Week 3 Receive payment on Monday for week 1 All Concentrix staff must have a UK bank account in their own name and must provide these details to us on their first day of employment (exceptions made for those who are relocating to the UK). HOURS OF WORK 40 Hours per week on a rotational shift pattern from Monday to Friday 8am 11pm and Saturday 10am 8pm Your operational hours may be subject to change due to operational requirements. The nature of your employment is such that you will work whatever hours may be necessary to fulfil the duties of your post. Flexibility is important. Obligations placed upon you and tasks required of you will inevitably vary and develop with the growth of the company. Therefore as and when considered necessary or appropriate you are liable to transfer to or undertake other duties, within your competence and within reason, to meet fluctuations or priorities in work demands. TRAINING/INDUCTION Training will be conducted over 1 week. No absence or lateness during this period. There will be assessments ongoing through training and final assessment at the end. All training is conducted in English. Training is ongoing as there will be new products and changes. During the training you will be receiving real life calls in a controlled environment. This will be monitored and assessed by quality and your trainer and feedback will be given HOLIDAYS 21 Holiday, Stat days & your birthday day off. Holidays cannot be taken in the first month of employment. In months 2 and 3 of probation, holidays can be taken if accrued. PROBATION PERIOD: There is a 3 month probationary period before confirmation of your contract status. If absence and lateness occur during probation (includes training/nesting and first 2 months on the floor) this could impact the decision on whether you pass your probation period. RELOCATION PACKAGE (If relocating from outside Northern Ireland): • Reimbursement of travel costs (up to £250) • Accommodation provided on arrival in Belfast city centre hotel • Relocation class on first day at Concentrix • Ongoing relocation support assistance with bank account, National Insurance, etc

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