Customer Experience Advisor – Yuno Energy
Department: CX
Employment Type: Full Time
Location: Dublin 18
Compensation: €32,400 / year
Overview
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.
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 SchemeEmployee 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.
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