Business Support Executive
Dublin - Hybrid Working
G4S plays an important role in society & we are trusted to care for & protect some of the world's most valuable assets. It is a big responsibility & one we take very seriously. Our values are the standards we set for ourselves & they are reflected in the culture of the organisation & our every-day behavior. It is therefore critical that the right candidate is a good cultural fit & aligned to our company values. What exactly does this mean? We want people to join our team that act with integrity & respect at all times & they must be passionate about safety, security & service excellence. Delivering superior customer experience is an absolute must, they must be curious & constantly challenging themselves to find new ways of helping our customers & improve our internal processes. We work as one team in the Monitoring function & the ideal candidate must be a good cross functional worker who enjoys collaborative team work but at the same time be self-sufficient & happy to work on their own goals & deliver against their personal objectives. The role will report to the Business Support Manager.
The responsibilities of the role will include:
* Excellent customer service telephone manner & treat every customer like we would if they were a brand-new customer. The Business Support executive is responsible for both inbound & outbound customer care
* Manage assigning & completion of customer ticketing queries / requests & handling inbound calls daily by COB
* Dealing with customer queries through the phone & ticketing & meeting KPI's against each
* Build relationships with Installers and Customers
* Manage equipment sales, sales orders, po's etc.
* Responsible for opening post & completing cheque run / lodgement process with Cash Dept
* Processing of fail to pays, cancellations, credit & rebills etc. on customers' accounts and recording details of same
* Responsible for receipt & transfer of customer complaints
* Input of new connections to the System & issuing contracts
* Keeping the customer database up to date
* Keeping sentinel & NAV up to date on any changes to the terms & conditions of connections
* Manage & proactively follow up on customer paperwork contracts etc.
* Scan all paperwork daily
* Liaising with other divisions such as operations (ARC/FSSC), sales, account management & finance to resolve queries & to ensure that together we deliver superior service across all touch points to our base
* Keeping process flows up to date at all time & ensure training on all BST processes
* Completing month end activities i.e. manual billing, contract book queries / corrections
* Support finance activities
* Project work
* Joint responsibility for the retention/save program
* Accountable for achieving a customer satisfaction KPI for each of their customers
You are perfect for this job if this sounds like you:
* Ambitious, hard-working, determined, positive, helpful person with interest in growing her/his career
* Understands what customer service should look like & have experience delivering it
* Have customer relationship-building skills at front line level
* Naturally & effectively build relationships & resolve disputes with ease
* Attention to detail & accurate data entry
* Adaptable to use a range of computer applications
* Good workload management skills – able to maintain desired performance standards & complete work to a defined schedule
* The ability to prioritise work to focus on the most important issues according to the situation
* Excellent interpersonal skills – both to senior management & to staff & colleagues
* Ability to use technology systems accurately & effectively to update customer records & comply to automated workflows
* Good at owning, documenting, & resolving issues such as why customers contact us, how we have resolved their issues & what we can do better the next time.