Contact Centre Agent

KSN; Dublin; On-site; EUR 25,000 - 35,000; Full time

Job summary

KSN Energy, operating SEAI scheme services, is seeking a Contact Centre Agent to assist homeowners and installers with Home Energy Grants and Free Energy Upgrades. You will handle inbound calls and emails, provide high-quality customer service, and maintain accurate records.

Working hours are Monday to Friday, 8.50am-5pm. The role emphasizes process adherence, teamwork, and effective communication while supporting multiple schemes and databases.

Qualifications

• Experience in a contact centre environment preferred.
• Experience in busy office support environment is a plus.

Responsibilities

• Handle inbound calls and emails from Installers and homeowners.
• Provide customer service to a defined quality standard.
• Perform follow-up activities with administration duties.
• Update relevant databases accurately and consistently.
• Manage complaints per operating procedures.

Skills

Customer service

Telephone etiquette

Numerical ability

Attention to detail

Influencing

Negotiation

Relationship building

Organisational skills

Team player

Tools

Microsoft Office

Job description

Established in 2012, KSN Energy are the operations management company on a number of schemes run by the Sustainable Energy Authority of Ireland (SEAI).

As Contact Centre Agent, your role will interact with, advise and guide homeowners looking to avail of offers on SEAI schemes. These schemes include, but are not limited to, Home Energy Grants and Free Energy Upgrades.

Working hours: Monday to Friday, 8.50am-5pm.

Operational Duties:

• Dealing with inbound calls and emails from Installers operating on the schemes.
• Dealing with inbound calls and emails from homeowners looking to avail of the schemes.
• Providing customer service to an agreed quality standard.
• Conducting follow-up activities with administration duties.
• Consistent and accurate updating of all relevant databases.
• Management of complaints in line with agreed operating procedures.

Requirements:

• Previous experience in a contact centre environment preferred.
• Previous experience working in a busy office support environment (or similar).
• Ability to follow processes and deadlines.
• Good telephone etiquette.
• Strong numeric ability with analytical and interpretive skills
• Attention to detail essential.
• Good Influencing and negotiation skills.
• Ability to build positive working relationships and to network effectively.
• Strong organisational skills and a capacity to manage a multi-layered portfolio of tasks.
• Pleasant, friendly manner with an ability to work well in a team environment.
• Experience with Microsoft Office/windows.
• Good verbal and written communication skills.
• High level of motivation.
• Other ad-hoc duties as required.

Interested candidates must be eligible to work in Ireland.