As our Customer base continues to grow, so do does our Support team. If you are looking for a challenging but exciting role, working with a great team, great benefits and optimum office location, then apply for a role on our operations team.
Job Description Customer Support Representative
Reports to Operations Manager
Location Adelphi Plaza, 2nd Floor, Georges Street Upper, Dun Laoghaire, Co. Dublin
Previous experience within a call centre / customer service environment including inbound and outbound calls.
Preferably within the financial services or payment processing industries would be an advantage.
Performance driven, and able to work under pressure and to tight deadlines.
Ability to work on own initiative, and to be a team player.
Communication skills excellent verbal communication skills.
Professional attitude and demeanor
Ability to work a flexible schedule (which will include shift hours with some weekend work). Roles/Responsibilities:
Handling inbound customer calls and queries through to resolution with focus on first-time resolve
Taking ownership of calls and ensuring all steps are carried out to support a resolution with customer.
Escalate calls upwards efficiently to next level for fast resolution and maintaining customer satisfaction.
Deal efficiently & effectively to all customer queries whilst maintaining excellent customer service through every call.
Calls will be monitored and feedback will be given to support continuous improvement with call handling.
Responsible to effect all recommendations with always a focus on continuous improvements.
Taking appropriate responsibility to process confidential information in a secure manner
Depending on experience in role, more duties may be added to help streamline process and enhance customer satisfaction.
Keeping customer informed (KCI) in accordance with set KPIs while customer queries/escalations are being resolved.
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