Customer Service Representative

Actavo; Dublin; On-site; EUR 26,000 - 38,000; Full time

Benefits offered by this job

Pension plan

Life assurance – 4 times your annual薪

Employee assistance programme

Refer a friend scheme

Maternity pay

Educational assistance

Career progression opportunities

Long Service Awards

Job summary

Actavo in Ireland seeks a customer service professional to handle high-volume inbound calls, own issues, and coordinate with field technicians to keep appointments.

You will help update databases, maintain knowledge of products and procedures, and prepare daily/weekly call logs and reports. A team-focused attitude and ability to work independently are valued, with opportunities for progression.

Qualifications

• Experience in a high-volume inbound call centre environment is preferred.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Ability to work independently and as part of a team.
• Flexible in line with business requirements.

Responsibilities

• Answering and resolving inbound call enquiries and owning customer issues through follow up and escalation.
• Dispatching jobs to Field Technicians and maintaining contact to ensure appointments are kept.
• Responding to Technician queries, verifying appointments and ensuring issues are dealt with efficiently.
• Providing Technicians with technical information as required.
• Own calls and adhere to Service Level Agreement (SLA).
• Keep database up to date with all correspondence.
• Maintain up-to-date knowledge of products and procedures for efficient calls.
• Compile call logs and reports daily and weekly.

Skills

Inbound call centre experience

MS Office (Word/Excel/PowerPoint)

Team player

Self-motivation / initiative

Job description

We’ve worked hard to build a culture where people feel a genuine sense of belonging, wherever they work in our operations, and whatever their role. Our culture is grounded in our core values and our very strong commitment to delivering every day for our clients and their customers, getting everyone home safely, and caring about your wellbeing.

We believe the diverse work we do really matters – whether we are connecting people and businesses to complex fibre networks, supporting large industrial projects and utilities, building modular spaces in which to learn, work or play, or delivering creative events to inspire and entertain.

Responsibilities

• Answering and resolving inbound call enquiries and demonstrating ownership of customer issues in terms of follow up and escalation of issues
• Dispatching jobs to Field Technicians and maintaining close contact with Technicians to ensure that customers appointments are kept
• Responding to Technician queries, verifying appointments and ensuring issues are dealt with efficiently
• Providing Technicians with technical information as required
• Assume ownership and responsibility for all assigned calls and ensure strict adherence to Service Level Agreement (SLA)
• Ensuring database is kept up to date with all correspondence
• Maintaining an up-to-date knowledge of products and procedures to deal with calls efficiently
• Compiling call logs and reports on a daily and weekly basis

Requirements

• Previous experience working in a high-volume inbound call centre environment preferred
• Experience using Microsoft Word, Excel & PowerPoint
• Ability to work on own initiative and act independently whilst being able to work successfully as part of a team
• Flexibility in line with business requirements

Benefits

• Pension plan
• Life assurance – 4 times your annual salary
• Employee assistance programme
• Refer a friend scheme
• Maternity pay
• Educational assistance
• Career progression opportunities
• Long Service Awards