Customer Services Agent The first point of contact for members of the public making enquiries to the Irish Red Cross regarding the Register of Pledges.
The successful candidate will be the first point of contact for members of the public making enquiries to the Irish Red Cross regarding the Register of Pledges, a vast database of accommodation pledged to the various refugee programmes run by the organisation.
This customer services role will require a professional with an ability to address sensitive and confidential data in a competent and sensitive manner.
A highly skilled, self-motivated professional with a good work ethic, with strong core values.
ROLE RESPONSIBLILTIES Handling inbound calls and emails; conducting outbound calls from the website callback requests; providing information and supports to potential pledgers and pre-existing clients.
Providing a high standard of customer service, engaging and supporting potential property pledgers the process.
Supporting pledgers through registration and enquiry processes and completing follow-up actions and administrative tasks Verifying and accurately updating data to pledger records on the CRM.
Maintaining records to the highest standards.
Managing customer queries and referring issues to the appropriate manager in line with internal procedures Work actively towards the achievement of the Irish Red Cross goals.
Undertake training and development as required Abide by and uphold the Principles of the International Red Cross Red Crescent Movement.
Undertake any other reasonable work-related duties and responsibilities assigned by the relevant line manager that are consistent with the nature of the job and level of responsibility.
ROLE REQUIREMENTS Essential Criteria At least three years' experience in a customer service, call centre operations, or a frontline communications role.
Excellent verbal and written communication skills.
Ability to work in a busy, fast-paced, office environment and meet deadlines.
Knowledge of Microsoft suite and use of CRM systems or similar databases.
Attention to detail with the ability to follow procedures, scripts and compliance requirements.
Excellent verbal and written communication skills.
Proficiency in English essential.
Strong interpersonal skills and the ability to engage sensitively with members of the public.
Strong organisational skills and ability to manage multiple tasks.
Ability to work in a team, support relief staff and collaborate effectively across multiple programmes, caseworker and management teams.
Desirable Criteria Experience of the humanitarian, NGO and/or community and voluntary sectors, desirable but not essential Understanding of the Irish housing landscape and/or refugee accommodation processes.
The Irish Red Cross is an equal opportunities employer.
We value diversity and aspire to reflect this in our workforce.
We welcome applications for people from all sections of the community, irrespective of gender, civil status, family status, sexual orientation, religion, age, disability, race or membership of the Traveller community.
This role requires applicants to have the right to work in Ireland.