Customer Defence Agent

HomeSecure; Sandyford; On-site; EUR 28,000 - 38,000; Full time

Benefits offered by this job

Salary with OTE 38k

21 days annual leave

Free car parking

Company pay reviews

Breakfast updates

Free coffee and fruit

Social events

Career progression

Engagement surveys

Job summary

HomeSecure is seeking a Customer Defence Agent to handle customer calls with empathy and professionalism. You will work onsite at our HQ in Sandyford, Dublin 18, focusing on resolving queries, reducing churn, and achieving performance targets.

The role includes an OTE structure and career progression within a growing company. The ideal candidate has experience in busy customer service or retention roles, strong communication skills, and the ability to upsell consumer products.

Qualifications

• Experience in a busy customer service/retention role.
• Excellent communication and telephone manner.
• Ability to upsell consumer products.

Responsibilities

• Handle inbound and outbound customer calls with professionalism and empathy.
• Proactively resolve queries and account issues to achieve positive outcomes.
• Manage and reduce churn through effective objection handling and retention techniques.
• Record accurate notes and outcomes in our CRM.
• Communicate feedback and trends to support continuous improvement.
• Meet and exceed team KPIs and personal targets.

Skills

Customer service

Retention

Upselling

CRM notes

Tools

CRM software

Job description

***Customer Defence Agent with HomeSecure***

***Basic Salary is €28,000 per annum with an OTE of €38,000.***

***This is a Onsite role based in HomeSecure's HQ in Sandyford, Dublin 18.***

Responsibilities of a Customer Defence Agent

• Handling inbound and outbound customer calls with professionalism and empathy
• Proactively resolve queries and account issues with focus on positive outcomes
• Manage and reduce customer churn through effective objection handling and retention techniques
• Record accurate notes and outcomes in our CRM
• Communicate feedback and trends to the department manager to support continuous improvement
• Meet and exceed team KPI’s and individual performance targets

The Customer Defence Agent is someone who has:

• Experience in a busy customer service/retention role
• The ability to work as part of a team or own initiative
• Excellent communication skills with a superb telephone manner
• Previous experience in upselling consumer products
• Outstanding organizational/administration skills with accuracy & attention to detail
• Excellent time-management skills with ability to prioritize

Career Incentive and Benefits

• Salary potential €38,000 a year (OTE) - €28,00 year + Commission
• Annual Leave:21 days, increasing with the length of service
• Free Car Parking
• Annual Company Pay Reviews
• Monthly staff updates and breakfast
• Free coffee and fruit drops weekly
• Great Company social events twice annually
• Quarterly Team events and social outings
• Excellent career progression opportunities in a growing company with strong market growth
• High Employee Engagement scores with staff surveys every 8 months

Ref: INDCS