Customer Experience Advisor - Contact Centre
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PTSB is one of Ireland's leading retail and SME banks, offering an innovative range of products and services through an evolving digital landscape. Our focus is on delivering what our customers, colleagues, and communities need to succeed.
As a Digital & Direct Customer Experience Advisor, you will collaborate with your team and Team Lead to support efficient business operations and maintain compliance. You will develop your skills through participation in our Collaborative Customer Conversations program, ensuring we meet customer needs via our Omni-Channel approach. We seek ambitious, self-motivated individuals who are enthusiastic, goal-oriented, and passionate about providing best-in-class customer service that responds to customer needs. The role requires high energy and motivation within our fast-paced Customer Contact Centre environment.
Responsibilities:
* Work effectively as part of a high-performing team, delivering excellent customer service and demonstrating initiative.
* Provide outstanding customer service and advice throughout their product/financial journey, where qualified, to enhance the customer experience.
* Maintain accuracy with a quality-focused, right-first-time approach.
* Support and deliver services across inbound, outbound, and digital channels.
* Build exceptional customer relationships, providing market-leading service that meets service level agreements.
* Take ownership of customer queries, handling them professionally and compliantly.
* Maximize opportunities to achieve the bank's customer and commercial objectives by generating and executing sales from customer leads through collaborative conversations (where qualified), aligned with PTSB's ethos and procedures.
Requirements:
* Hold an APA in Loans and/or Savings & Investments with up-to-date CPD hours; if only one APA is held, a commitment to qualify within two years for the other is required.
* If no APA is held, candidates must meet minimum entry requirements (Ordinary Leaving Certificate with a grade D3/O6/H6 in five subjects including English and Maths, or 5+ years post-Leaving Certificate experience) and also commit to qualifying within two years for both APAs.
* Strong English language skills, both verbal and written, are essential.
This is a permanent role based in Blackrock, Dublin.
Is this you?
Please apply online via our website or the role's apply link. Your application will be reviewed by our Talent Acquisition team, who will contact you if suitable.
We may draw up a shortlist for interviews. PTSB values diversity and inclusion, aiming to attract and retain individuals from diverse backgrounds to enhance our service to customers and communities.
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