Role: Customer Service AgentReports To: Customer Service SeniorRole Type: Full-Time Contract ( 40 hours Weekly)Workplace Type: Dundalk HQ RolePurpose:Customer Service Agents are the first point of contact for BOYLE Sports customers and they are responsible for answering any customer enquiries through phone, chat & email. Customer Service Agents play a key role in retaining and acquiring new customers for the business.Job Responsibilities:Act as a 1st level point of contact for customers and other customer support specialists Liaise with the various business channels in the resolution of customer queries Identify and raise support requests in the event of customer technical issuesMonitor queues in the absence of a Supervisor and manage resources to best achieve SLA Track and record customer issues in line with reporting requirementsHandle customer escalations and complaints over call, chat and emailFollow all BOYLE Sports policies and procedures in relation to customer issue resolutionAchieve team targets in relation to contact quality and volumeBuild & develop customer relationships Support the implementation of new products, processes, and policiesAchieve a high level of first-time resolution for all customer contactsEnsure that more complex customer issues are followed up on and resolved in a timely mannerRole Requirements:Excellent level of verbal English Flexible approach to working in a dynamic and constantly busy environmentInterest in Sports, eGaming or betting would be advantageousA proven team playerCustomer Service experience is essentialNOTE: The role will require evening, weekend and bank holiday work. BOYLE Sports are an equal opportunities employer, and we welcome applications from all suitably qualified persons.