Your mission
This is not a remote/hybrid role
Location : Dundrum Business Park
Salary : 13.50 per hour, Total : 40 hrs per week
Customer Experience Agent
Are you an experienced contact centre professional who thrives in a fast-paced, target-driven environment? We're looking for Customer Experience Agents to join our dynamic team, where you'll handle a high volume of inbound and outbound calls from existing clients. Your ability to stay calm under pressure, communicate effectively, and deliver exceptional service will be key to your success in this role.
Key Responsibilities
* Manage inbound and outbound client calls, ensuring each interaction reflects FMI's commitment to quality, professionalism, and care.
* Handle high call volumes with accuracy and efficiency, maintaining focus on both customer satisfaction and performance targets.
* Build and maintain strong client relationships by listening, understanding needs, and providing tailored solutions.
* Engage in outbound calls to existing clients to provide updates, resolve queries, and identify opportunities for cross-selling and up-selling.
* Work collaboratively within a high-performing contact centre team, contributing to shared goals and celebrating collective success.
* Remain composed and proactive in challenging situations, ensuring a positive customer experience even under pressure.
* Follow established processes, compliance standards, and reporting requirements to ensure consistent service delivery.
* Participate fully in comprehensive training and continuous learning to stay up to date with products, systems, and best practices.
Your profile
Responsibilities:
* Proven experience in a busy contact centre environment handling both inbound and outbound calls is essential.
* Strong communication and listening skills, with the ability to adapt your style to different customer needs and scenarios.
* Resilient, self-motivated, and target-driven, with the ability to perform well under pressure.
* Team-focused and committed to supporting a positive, results-oriented culture.
* A passion for delivering an outstanding customer experience and achieving goals aligned with FMI's values.
What next?
Click apply now and join our family
FMI is located close to the city centre and easily accessible via public transport
INDHP
About us
FMI is a diverse business specialising in Field Management, Brand Management and Distribution and Contact Centre services across multiple sectors including FMCG, Drinks, Utilities, Telco, and Government. Our teams have been representing leading brands in Ireland for over 30 years.
We value our employees and help them grow through training and development opportunities. Our onboarding process sets you up for success, whether you're based in Dublin, Belfast, or out in the field. If you're passionate and enthusiastic about your career, FMI is the place for you.