Role Title:
* SMB Call Agent - Business Value Management Team (On-Site- Dublin)
Business Area:
Outbound Operations
About This Role:
The eir
Business Value Management Team
will play a critical role in supporting and growing our Small and Medium Business customer base. You and the team will be responsible for delivering exceptional customer experience across multiple channels, driving sales performance and maximising customer value, through inbound and outbound engagement, lead generation, business webchat, cold calling and proactive customer value management. This team will ensure that eir remains the trusted communications partner for Ireland's SMB community.
Our purpose is to
connect for a better Ireland.
Our ambition is
to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.
Why This Role:
This role will be a key part of eir's ambition to strengthen our position in the Small and Medium Business market. As a Business Value Management Team member, you will be at the forefront of supporting Irish businesses with the connectivity and solutions they rely on every day. You will play a direct role in delivering core KPI's for the SMB segment whilst driving revenue growth, improving customer experience, and ensuring that eir delivers on its commercial and service commitments.
The role offers variety, pace, and the opportunity to build deep expertise across inbound and outbound sales, digital engagement, and customer value management. You will work across multiple SMB channels, engage with a wide range of customers, and contribute to shaping how eir supports and grows its SMB customer base.
As an
SMB Call Agent
, as part of the
Business Value Management Team
you'll:
* Build valuable skills in sales, communication, and problem-solving.
* Work in a dynamic, target-driven environment.
* Be recognised for your achievements and contributions.
* Deliver outstanding customer experiences.
Benefits Include:
* Annual salary + attractive commission structure
* Continuous support, learning and opportunities for advancement.
* Enhanced earning potential through various staff incentives.
* Staff offer.
* Free eir Wellness Programme & Employee Assistance Programme.
* €500 Employee Referral Scheme.
* Discounted healthcare plan.
* Pension scheme contribution.
* Generous family friendly policies, including fertility, pregnancy loss, menopause and others.
* Commitment to Diversity and Inclusion.
* Paid leave benefits incl. maternity and sick leave benefits.
* Tax saver tickets and bike to work scheme.
Expectations From The Role:
This role will operate
Monday to Friday between 8:00am and 8:00pm
, with the potential for
some weekend activity
depending on business needs. Team members will receive assigned shifts within these hours to ensure full coverage and service availability for our customers.
This role will require successful candidates to work full time on site within our Contact Centre.
Key Responsibilities:
* Manage inbound calls from SMB customers, providing clear, accurate, and professional support.
* Understand customer needs and position the most suitable eir products and solutions.
* Resolve queries efficiently or escalate to specialist teams where appropriate.
* Deliver targets as set by Line Manager
* Conduct outbound calls to existing and prospective SMB customers to drive sales, renewals, upgrades, and product adoption.
* Follow up on marketing campaigns, digital enquiries and pipeline opportunities.
* Reengage lapsed or low activity customers to stimulate new demand.‑engage lapsed or low‑activity customers to stimulate new demand.
* Identify and qualify new business opportunities through proactive outreach.
* Use CRM tools to log interactions, assess lead quality and progress opportunities through the sales funnel.
* Collaborate closely with marketing, digital and field sales teams to maximise lead conversion
* Deliver real-time support to SMB customers via eir's business webchat channels.‑time support to SMB customers via
* Provide fast, accurate responses to drive customer satisfaction and sales conversion.
* Escalate complex issues while maintaining ownership of the customer experience.
* Analyse customer behaviour, account potential and product usage to identify upsell, cross sell and retention opportunities.‑sell
* Conduct proactive outreach to high-value and at risk customers to maximise lifetime value.‑value and at‑risk customers to maximise lifetime value.
* Demonstrate our values and behaviours that reflect collaboration, accountability and continuous improvement.
Requirements For A Successful Application:
Additional Requirements
* Strong ability to identify customer needs and match them to appropriate eir business solutions.
* Proven capability to work towards individual and team sales targets.
* Ability to handle high volume call environments while maintaining quality and accuracy.‑volume
* Comfortable working across multiple digital systems, tools, and communication platforms.
* Strong problem-solving skills with the ability to think on your feet during live customer interactions.‑solving skills with the ability to think on your feet during live customer interactions.
* Ability to manage objections confidently and professionally.
* High attention to detail when logging customer interactions and updating CRM records.
* Ability to work independently while contributing positively to team performance.
* Strong organisational skills with the ability to prioritise tasks effectively.
* Willingness to adapt to new processes, technologies and evolving business needs.
* Commitment to delivering a consistent, high quality customer experience across all channels.‑quality customer experience across all channels.
* Ability to collaborate with cross functional teams such as Marketing, Digital, Field Sales and Customer Care.‑functional teams such as M
* Resilience and a positive attitude when working in a target driven environment.‑driven environment.
* Professional communication style that reflects eir's brand values and customer first approach.‑first approach.
Required Knowledge & Skills:
* Proven experience in a sales, customer service, telesales and business development environment.
* Background in managing both inbound and outbound customer interactions.
* Experience working in a target driven environment with a track record of achieving or exceeding KPIs.‑driven environment with a track record of achieving or exceeding KPIs.