Job Description
We are seeking a dedicated representative who will be the first point of contact for our members. As a key member of our team, you will be responsible for providing exceptional customer service, troubleshooting issues, and resolving concerns in a timely manner.
You will work closely with our internal departments to meet the needs of our members and find resolutions to their problems. Your ability to remain calm, professional, and communicative while troubleshooting member concerns will be essential in this role.
This is a full-time position that may require varying shift times on a regular basis. You must be available to work 4 days per week at our office, spanning Monday to Sunday.
* Deliver high-quality service across multiple support channels, including phone, email, and chat.
* Handle a high volume of inbound and outbound customer calls, approximately 50% or more of your time will be spent on the phone.
* Be a hardworking advocate for our members, sharing insights to help shape processes and policies.
* Triage issues and raise them to management when trends or bugs are identified that could potentially impact a large number of members.
* Work with internal departments to meet our members' needs and find resolutions.
* Provide clear documentation of all cases in line with Quality Standards.
* Ability to leverage multiple applications, including Salesforce, Intercom, Stripe, Admin Console, and UPS.
* Meet or exceed departmental metric-driven goals and KPIs, such as CpH, Quality, FCR, CSAT, SLAs, etc.
* Be actively accessible, available, and responsive to customers, peers, and management during assigned work hours.
* Be a great teammate through engagement and ownership.
* Meet attendance and punctuality expectations while properly recording work hours in the Company timekeeping system.
Requirements include being eligible to live and work in Ireland and having excellent written and oral communication skills. Adaptability and resilience are also essential in this role, as you will need to absorb new information and thrive in a dynamic, fast-paced environment.