Position: Customer Service Ambassador Location: Woodlock House, Portlaw, Co Waterford, Ireland (Initial in-office training and grad bay required for 6 weeks with possibility of moving to hybrid/remote work based on performance criteria) Employment Type: Permanent contract Reports To: Operations Supervisor Start Date: 9th February **** Job Summary: We are looking for a number of Customer Service Ambassador's to join our team in Co.
Waterford, Ireland.
This role involves handling inbound and outbound calls, emails, and chat interactions to support one of our US based clients.
The ideal candidate will provide excellent customer service, assist with inquiries, and proactively attempt to enhance customer retention.
This role requires an initial in-office training and grad bay period of 6 weeks, after which employees may transition to hybrid/remote work based on performance criteria.
Working Hours: Monday to Friday schedule (no weekends).
8-hour shift rotation between 1:00 PM and 12:00 AM GMT to align with U.S. client business hours.
Shifts are assigned based on business needs, including possible evening and late shifts.
While we are currently not open on Saturdays, our contract includes the flexibility to introduce weekend shifts in the future if needed by our client.
Key Responsibilities: Customer Interaction & Support: Handle inbound and outbound calls, emails, and chat inquiries professionally and efficiently.
Provide clear and accurate information, troubleshooting issues where needed.
Maintain a customer-first approach, ensuring a high-quality experience.
Document all customer interactions accurately in the CRM system.
Retention & Sales Responsibilities: Identify customer needs and attempt cancel saves and upsells when appropriate.
Educate customers about products and services to enhance value and engagement.
Deliver personalised solutions to encourage customer loyalty.
Operational Excellence & Compliance: Follow company policies, procedures, and compliance guidelines.
Escalate complex issues to the appropriate department or supervisor.
Contribute to continuous improvement efforts for processes and customer interactions.
Performance & KPI Management: Meet and exceed key performance indicators (KPIs), including: Quality Assurance (QA) scores Call Handling Time (AHT) Retention and Upsells Target First Call Resolution (FCR) Customer Satisfaction Score (CSAT) Requirements: Education & Experience: Minimum of 6 months experience in a call center or customer service role where interacting with customers and using a PC was required.
Skills & Competencies: Excellent verbal and written communication skills.
Strong problem-solving and active listening abilities.
Ability to multitask and work efficiently under pressure.
Basic computer skills, including proficiency in Outlook and Excel.
A goal-driven mindset, with adaptability to business needs.
Benefits: Competitive hourly rate plus performance incentives.
Hybrid work setup after training and grad bay.
Monday to Friday schedule (no weekends at present).
Free parking for in-office days.
Career advancement opportunities with ongoing training and development.
A supportive and engaging team environment.