Customer Service Agent Fixed Term Contract
We are looking for a detail‑oriented and highly motivated candidate to deliver excellent customer service. You will be the first point of contact for all Calor domestic and commercial customers throughout Ireland and will be responsible for exceeding expectations across all our customer touch points during their lifetime with Calor.
Main Responsibilities
* Manage calls relating to customer queries in a professional and efficient manner
* Acquire and accurately capture and update all necessary customer information
* Provide clear, informative, and expert advice in relation to all aspects of Calor service with a confident and positive attitude
* Deliver excellence in customer experience (CX) by embodying Calor's values and upholding the standards of accountability, seamless service, and curiosity
* Resolve problems to customer satisfaction in a timely fashion
* Ensure that all admin and reporting is conducted in accordance with the required processes and procedure
* Ensure that health and safety of yourself and your colleagues is a priority in everything that you do – log Health and Safety conversations, as appropriate focusing on either an "unsafe condition" where we see something that could cause injury to a person or an "unsafe act" which is something that someone does that can lead to injury.
* Outbound customer campaigns as required
* Any other ad‑hoc duties which may involve direct contact and support of other departments
Requirements
* Consistently achieve performance targets and standards relating to productivity, schedule adherence, turnaround times and quality
* Customer First Mindset: Prioritises customer needs and ensures their concerns are addressed with empathy and care
* Strong administrator, proficient in Microsoft Office with the ability to multitask
* Relevant customer service experience would be an advantage
* Excellent phone manner with a focus on attention to detail around data accuracy
* Ability to work effectively using own initiative, good planning, and organisation skills
* Ability to work under pressure and manage priorities
* Must be a team player and willing to support other team members in tasks with an enthusiastic and approachable attitude
Key Behaviours
* Putting People at the Heart – you earn trust through honesty and integrity, treat people with care and respect, invest in personal growth, provide honest feedback, and encourage diversity.
* Setting Ambition – articulate goals, guide through actions, bring energy, translate ambitions into objectives, and communicate clearly.
* Ensuring Wellbeing – safeguard a safe positive workplace, encourage speaking up, pursue new ideas, drive a diversity culture, uphold ethics.
* Problem Solving – analyse information, probe solutions, prevent recurrence, make data‑driven decisions, accelerate learning.
* Delivering Result – balance short‑term and long‑term goals, achieve ambitious outcomes, focus on customer needs, leverage networks, show courage in new solutions.
Benefits
Annual Leave: starts at 22 days and increases with service.
Additional Days Off: 27th December and Good Friday.
Pension: Company Defined Contribution with up to 5% matching.
Private Health Insurance: €568 contribution.
Life Assurance: available to permanent employees.
Income Protection: protects salary for long‑term absence.
Christmas Voucher: available after 6 months for eligible employees.
Employee Assistance Programme: confidential counselling and support services.
Maternity Benefit: company top‑up on state benefit after one year.
Professional Development: funding for permanent employees upon successful probation.
Employee Discount on Calor Products: discount on gas and exclusive offers for permanent employees.
Volunteering: one paid day off per year.
Cycle to Work Scheme: purchase a bicycle with tax, PRSI, and USC relief.
Anti‑flu vaccine: claim back expenses via Concur.
Eye test: free every 2 years plus contribution towards spectacles.
Hybrid Workers – Home Office Equipment: arranged with QHSE Team.
Subsidised Canteen Facilities: catering arrangements for all staff.
Social events: Christmas party, family days.
Free Car Parking: available at all locations.
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