Customer Service Advisor - Dublin

Sky UK; Dublin; Hybrid; EUR 27,000 - 33,000; Full time

Benefits offered by this job

Free Sky TV

Discounted broadband

Private healthcare

Cycle to work

Pension plan

Job summary

Sky Ireland in Dublin is seeking a Customer Service Advisor to manage inbound calls for accessibility customers, resolve complaints and assist with billing or technical queries. This role offers hybrid working between home and the Burlington Plaza office in Dublin.

You will develop product knowledge, create engaging conversations, and aim to resolve issues at first contact while supporting a friendly service team. Training and KPI-driven performance are central to the role.

Qualifications

• Exceptional listening skills to understand and address customer concerns effectively.
• A passion for solving problems with creativity and determination and aim to resolve first time.
• The ability to empathise with customers and genuinely understand their needs.
• A strong commitment to providing outstanding customer service and support.

Responsibilities

• Manage a range of inbound calls from accessibility customers, resolving complaints and handling billing or technical questions.
• Develop in-depth knowledge of Sky products and services to create engaging conversations.
• Understand customer needs and recommend Sky products to enhance their viewing, online and mobile experience.
• Be a valued member of a supportive, fun, and friendly service team.
• KPI-driven performance with daily/weekly/monthly targets.

Skills

Active listening

Problem solving

Empathy

Customer service

Job description

Join Sky as a Customer Service Advisor in our Dublin contact centre earning €30,015 per annum plus bonus and benefits. It’s our people that make Sky a truly exciting and inclusive place to work – a place where you can be yourself and let your skills shine.

Our contact centres have embraced hybrid working which means you can split your time between home and the office.

What you’ll do:

• Manage a range of inbound calls from supporting our accessibility customers with all of their needs, managing and resolving customer complaints and supporting customers with technical queries or billing questions etc
• Develop in-depth knowledge of our products and services and learn how to create engaging and meaningful conversations with customers.
• Take the time to understand each customers needs and recommend Sky products to enhance their viewing, online and/or mobile experience.
• Be a valued member of a supportive, fun, and friendly service team
• As we operate in a fast changing environment, the responsibilities of this role may evolve over time to meet business and customer needs.
• Be available to work 39 hours per week Monday – Friday between the hours of 8:45am & 7:00pm and Saturday 9:00am & 5.30pm

What you’ll bring:

• Exceptional listening skills to understand and address customer concerns effectively.
• A passion for solving problems with creativity and determination and aim to resolve first time
• The ability to empathise with customers and genuinely understand their needs.
• A strong commitment to providing outstanding customer service and support

Drive business performance by achieving daily, weekly and monthly KPI’s.

The Benefits:

There are reasons people can’t stop talking about #LifeAtSky. There really is something for everyone with our fantastic range of benefits.

Individual Lifestyle

• Free Sky TV, along with discounted broadband

Health and well being

• Discounts on external gyms
• Cycle to work scheme
• Private healthcare
• Dental and other healthcare options

Financial wellbeing

• Sky pension plan and Life Assurance which gives you extra piece of mind

Share in the Company success

• Annual Sharesave scheme and long service awards

Inclusion

CVs aren’t everything. We’re more focused on who you are and the potential you’ll bring to Sky. That’s why we have a unique approach through a series of questions and a video round. If you need us to make any adjustments to our recruitment process, let our Recruitment Team know by clicking the support button at the beginning of your application.

Where you’ll work!

You’ll be based at our brilliant Contact Centre at Burlington Plaza in the centre of Dublin, but we operate a hybrid model which allows you the flexibility to split your time between home and the office, if preferable.

When you’re on site, you’ll have access to free tea and coffee, break out TV area, bike rack, changing/shower facilities, and discounted bus travel. Find out more about Sky Ireland here: https://careers.sky.com/sky-ireland/

To find out more about working with us, search #LifeAtSky on social media. A job you love to talk about.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer

There’s more to our work than work. We’ve built an inclusive culture where we can learn from each other and innovate together. There’s plenty of opportunities for you to explore what you’re passionate about.