Department:
CX
Employment Type:
Full Time
Location:
Dublin 18
Compensation:
€32,400 / year
Description
We are building a CX team and culture that puts people first, customers and colleagues alike. If you want to help shape a growing organisation, influence how we work, and be part of creating a gold standard customer experience, we would love to meet you.
We are looking for someone who takes initiative, shows ownership, embraces feedback and wants to grow with us. Someone who does not just join a culture but helps make one.
Key Responsibilities
* Handle customer queries across omni channel support including phone, email, chat and web.
* Manage approximately 50 to 70 incoming phone calls per day while maintaining high quality across all channels.
* Identify and assess customer needs to achieve effective first contact resolution.
* Build trust and strong relationships with customers through open, friendly and proactive communication.
* Provide accurate, clear and complete information using the correct tools and systems.
* Meet individual and team SLA targets while contributing to our high customer satisfaction goals.
* Keep detailed and organised records of customer interactions and account updates.
* Follow all communication procedures and company guidelines.
* Bring energy and enthusiasm by going the extra mile for customers when needed.
* Actively contribute to CX culture by sharing ideas, feedback and solutions that help us grow
Skills, Knowledge and Expertise
* Previous customer support or service experience is preferred.
* Strong customer orientation with the ability to adapt to all types of customers and situations.
* Excellent communication, active listening and problem solving skills.
* Comfortable working across multiple channels including phone, chat and email with strong attention to detail.
* Strong time management skills with the ability to prioritise and multitask.
* A desire to deliver a Best in Class customer experience every time.
* Familiarity with CRM systems and digital workspaces is an advantage.
* Experience in the energy industry is beneficial but not essential.
* A team player who embraces feedback, wants to grow and enjoys contributing to a positive culture.
About This Role
* €27,000 basic salary with a €5,400 bonus structure.
* This role will require working shifts, including weekends and bank holidays.
* The first month's bonus is guaranteed.
* Based full-time in our Sandyford Office - Dublin 18
Benefits
* Competitive salary & bonus structure
* Great career progression opportunities
* Continual training and development
* Generous annual leave, increasing with service
* PrepayPower Staff Tariff
* Great staff social events provided by employee-led Wellness & Sports, CSR and Social committees
* Monthly beer and pizza on the first Friday of each Month
* Regular Fruit drops, twice a week
* Refer a Friend Scheme
* Employee Assistance Programme – a confidential 24/7 support for employees provided by Telus
* Tax Saver Travel Tickets
* Bike to Work Scheme
* Modern offices with excellent facilities
* Pension Contribution Scheme after twelve months of service.