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Our offices are open from 9am to 6pm Monday to Friday (excluding public holidays)
Reporting to the Licensing Coordinator & Operations & Quality Supervisor, the successful candidate will be responsible for the following activities:
* Answer incoming customer phone calls and take appropriate action for each call
* Strict adherence to Scripts, Standard Operating Procedures and Data Protection Guidelines
* Maintain customer satisfaction ratings based on explicit criteria set forth by the company
* Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires escalation
* Input data into the company host platform to keep each customer record updated
* Routing inbound calls to the appropriate resources
* Completing call notes as necessary in a clear and concise manner
* Obtaining and evaluating all relevant data to handle complaints and inquiries
* General administration, communicating and coordinating with internal department
* Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behaviour in accordance with SGS Equality & Diversity policy.
* At all times adopt a safe and professional behaviour by exercising due regard for the health and safety of yourself, colleagues and members of the public, in line with the Company’s policies and procedures.
This is not a definitive list of duties.
Qualifications
Leaving certificate and/or FETAC 5 skills certificate
* Requires at least 1 year’s customer service experience
* Strong Computer Skills & general PC Proficiency
* Excellent attention to detail
* Excellent communication and people skills vital to this role
* Ability to work on own initiave or in a proactive manner as part of a team
* Strong Team Player Skills
* Strong Learning Capabilities
* Strong customer service focus and experience
* Fluency in both written and spoken English – excellent documentation skills required
* Initiative and excellent problem-solving ability in a fast-paced environment
* Candidate should be pro-active and possess excellent organisation skills
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