Customer Service Representative

Actavo; Goatstown; On-site; EUR 28,000 - 32,000; Full time

Benefits offered by this job

Pension plan

Life assurance - 4 times your annual

Employee assistance programme

Refer a friend scheme

Maternity pay

Educational assistance

Career progression opportunities

Long Service Awards

Job summary

Actavo in Ireland is seeking a capable Customer Support Administrator to handle inbound call enquiries, dispatch jobs to Field Technicians, verify appointments and ensure SLA compliance. The role requires strong MS Word/Excel/PowerPoint skills, excellent communication, and the ability to work independently as well as part of a team.

You will maintain up-to-date logs, generate daily and weekly reports, and contribute to a supportive customer service culture that keeps clients and technicians well

Qualifications

• Previous experience in a high-volume inbound call centre.
• Proficient in Microsoft Word, Excel & PowerPoint.
• Able to work on own initiative and as part of a team.
• Flexible to meet business needs.

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

Skills

Call centre experience

Communication skills

Team player

Self-motivated

Tools

MS Word

MS Excel

PowerPoint

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