Role - Telesales & Customer Service Representative
Location – Hybrid (Dublin city center)
Contract type - Permanent
Work model – Hybrid (1 day / week)
Working hours hours / week, 8am to 8pm - Mon - Fri with occasional Sat shift
Covalen is looking for a Telesales Agent who will provide a broad range of customer support and administrative services to the customer and prospects of our client. Services provided will include a combination of telesales, customer service, administrative and complaint handling processes. The Agent will focus on providing an excellent service for existing and future customers in accordance with agreed departmental objectives.
The CSR will be working within and promoting the Covalen Values – Be Brave, Be Wise, Be Proud and Exceed.
Specific Responsibilities:
* Handle high volume inbound & outbound calls, emails and web-chats in an effective and efficient manner.
* Handle customer issues and complaints in a manner that is empathetic, sensitive and confident.
* Deliver consistent performance through adherence to the appropriate processes.
* Effectively analyse moderately complex information and /or unusual situations using a variety of techniques.
* Work within a team to meet and exceed individual/team performance targets including SLA's
* Demonstrate initiative whilst operating within a team and set high standards of professionalism in all business dealings
* Analyse, evaluate and complete work in accordance with agreed standards and limits
* Liaise with other departments as necessary
* Carry out any other tasks or responsibilities as required in the role
Personal Skillset:
* Customer Service – Handle calls, emails and web-chats coming into the business and pre-call planning / preparation, understand the importance of voice, being polite and engaging, an active listener blocking out distractions, able to establish customer's wants, able to deliver attention grabbing statements whilst outlining needs. Able to handle objections.
* Administration – Accurately and efficiently handle incoming and outgoing mail in a manner that complies with regulatory requirements.
* Customer Focus – Increase customer satisfaction through the delivery of excellent service.
* People and Workflow Management – Manage own time and priorities and can remain focused, positive and enthusiastic when issues are encountered.
* Colleagues – Work positively as part of a team and in supporting and motivating others to achieve team objectives.
* Operational Effectiveness – Deliver consistent performance through adherence to the appropriate processes.
Desirable Business Skillset
* Experience in a customer service, sales or office-based role is desirable
* Experience in a call centre type environment desirable
* Work experience in a role with a high priority on data entry accuracy and the requirement to meet strict timelines desirable
* Excellent communication skills
* Proficiency in MS office and overall computer literacy.
Benefits and perks:
* Hybrid-working model
* Training & Development.
* Internal career progression opportunities.
* Employee assistance programme (EAP).
* Hive medical cash plan
* PRSA Scheme.
* Employee engagement initiatives
* Bike to work scheme.
What would you bring?
As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring our clients achieve consistent high performance and meet their strategic objectives. Your expertise will contribute to our legacy of success in providing outsourced solutions for Fortune 500 companies.
Ready to be a part of our dynamic team? Explore exciting opportunities with Covalen – where your skills, ideas, and achievements are celebrated
Equal opportunity employer:
At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.
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