Ireland Customer Service Agents - Claremont: WC

Requirements

A vacancies has arisen for 2 x Ireland Customer Service Agents

• The purpose of this role is to be the first point of contact for all new, prospective and existing customers. You will provide professional customer service through your learnt understanding of business services, products and procedures, accurately managing the client’s expectation for the next steps.
• Wherever possible you will oblige the client’s request and resolve as many issues as possible for the first time.

Do you have what it takes? If you want to be considered for this role you will need:

QUALIFICATIONS, EXPERIENCE & SKILLS

• Tertiary Education in a related field advantageous
• Minimum of 5 years experience in a similar role
• UK Customer Call Center experience essential
• Evidence of sufficient experience to demonstrate ability
• Strong values in customer service
• Good initiative and judgement skills
• Team player
• Customer Focus: excelling at customer service & able to build rapport
• Familiar with Data Protection Act
• Communication skills: both verbal and written including excellent telephone manner
• Ability to work in a hybrid environment

KEY WORK OUTPUTS and ACCOUNTABILITY

• Customer Service Complaint Handling Web & Chat Outbound Customer Feedback (Support)Performance Indicators
• Call Monitoring Scores
• Telephony Performance
• Volume of inbound calls handled
• Volume of outbound calls
• Average duration of calls
• Accuracy of log updates
• Complaints
• Customer Satisfaction
• Average speed to completion
• Call Monitoring Scores
• Speed of response to emails
• Email Response Accuracy
• Chat quality and responses
• Obtain scores for service provide and detailed feedback